Technology Support Analyst - Transmission Support - Bilingual (Mandarin)

Testing Site - JPMC; Metro Manila; Remote; PHP 500,000 - 800,000; Full time

Job summary

Testing Site - JPMC is seeking a Technology Support I for Transmission Support to provide round-the-clock technical assistance for transaction initiation and reporting. You will own client inquiries end-to-end, document and follow up meticulously, and troubleshoot connectivity, security, and file transmission issues while coordinating with cross-functional teams.

The role requires fluent English and business-level Mandarin, strong analytical and prioritization skills, and the ability to work

Qualifications

• Fluent English and business-level Mandarin required for client communications.
• Minimum 5 years in Customer Service and at least 2 years in Technical Support.
• Demonstrated analytical approach, prioritization skills, and adherence to risk controls.

Responsibilities

• Own and resolve client and partner inquiries via phone, email, and internal case transfers promptly.
• Document accurately and follow up on all inquiries in a timely manner.
• Advocate for clients to ensure needs are met when working with business partners.
• Escalate issues promptly following defined procedures.
• Troubleshoot connectivity, security, and file transmission issues and investigate processing failures.

Skills

Fluent English

Business Mandarin

Customer service

Technical support

Analytical thinking

Prioritization

Risk awareness

Remote work flexibility

Job description

Are you looking for an exciting opportunity to join a dynamic and growing team in a fast paced and challenging environment?

As a Technology Support I for Transmission Support, you provide 24/7 technical assistance for transaction initiation and reporting, owning client and partner inquiries end to end, documenting and following up, proactively addressing processing errors and platform changes, and troubleshooting connectivity, security, and file transmission issues with timely escalation. You collaborate across teams to resolve issues and improve procedures/training, bringing fluent English and business-level Mandarin, customer service and technical support, strong analytical and prioritization skills, disciplined risk/control adherence, and flexibility to work off-hours and remotely while translating complex topics for sensitive client communications.

Job responsibilities:

• Own and resolve client and partner inquiries via phone, email, and internal case transfer promptly
• Document accurately and follow up on all inquiries in a timely manner
• Advocate for clients to ensure needs are met when working with business partners
• Escalate issues promptly, following defined escalation procedures
• Troubleshoot and investigate connectivity, security, file transmission (including rejected files), processing failures, and transactional inquiries
• Conduct proactive outreach to address processing errors and support platform changes
• Monitor the group mailbox and assign email inquiries requiring investigation
• Partner with leadership, team members, and business partners to resolve issues and meet business goals
• Support development and maintenance of policies, procedures, and training materials
• Pursue independent development of business and application knowledge
• Ensure client satisfaction and confidence in JPMC products and services meet or exceed departmental standards

Required qualifications, skills, and capabilities:

• Fluent English and business-level Mandarin; strong verbal and written communication
• Minimum 5 years Customer Service and minimum 2 years Technical Support experience
• Self-motivated, self-managing; sound judgment and effective decision-making
• Strong analytical approach and complex problem-solving skills
• Ability to prioritize and handle concurrent tasks; aware of multiple work streams
• Flexibility to work outside normal hours, including weekends and holidays
• Build strong partner/technology relationships; simplify complex technical info; handle sensitive communications; adhere to procedures and controls to manage operational risk

Preferred qualifications, skills, and capabilities:

• Preferable with robust knowledge and familiarity with text based file formats and experience working with Wholesale Payments processes