Technology Support - High Growth Tech (Portuguese and Spanish Speakers)

JPMorganChase; Metro Manila; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

JPMorganChase in Manila is seeking a Technology Support Team Leader for its API support team. You will lead day-to-day inquiry management, guide investigations into connectivity and processing issues, and partner with internal teams to drive timely resolution and strong client outcomes.

This role emphasizes hands-on problem solving, cross-functional collaboration, and a culture of operational excellence and continuous improvement.

Qualifications

• 3 years of customer service or call centre experience.
• 2 years of technical support experience.
• Fluency in English, Portuguese, and Spanish, with strong oral and written communication skills.

Responsibilities

• Manage inquiries via phone, email, and internal transfers.
• Coordinate with internal partners to resolve issues.
• Escalate urgent requests and ensure timely resolution.
• Troubleshoot connectivity issues and processing failures.
• Communicate with clients about processing errors and platform changes.
• Monitor queues and incidents to support proactive communications.

Skills

Multiple workstreams

Analytical thinking

Communication (English, Portuguese,-Sp

Job description

Job Description

Build a career where your troubleshooting skills directly improve client experience and service reliability. You will lead a support team that helps clients and internal partners resolve time-sensitive technical and processing issues. This role offers hands‑on problem solving, cross‑functional collaboration, and opportunities to influence how support is delivered. If you enjoy working in a fast‑paced environment and turning complex issues into clear outcomes, this role is for you.

Job Summary

As a technology support team leader in the API support team, you will serve as a primary point of contact for technical support for API‑based services used for transaction initiation and reporting. You will lead day‑to‑day inquiry management, guide investigations into connectivity and processing issues, and partner with internal teams to drive timely resolution and strong client outcomes. You will contribute to a culture of operational excellence, clear communication, and continuous improvement.

Job responsibilities

• Manage and resolve inquiries received via phone, email, and internal case transfers from clients and internal partners
• Advocate for client needs while coordinating with internal business and technology partners
• Escalate critical and urgent requests promptly and follow through to resolution
• Troubleshoot and investigate client connectivity issues, processing failures, and transaction inquiries
• Communicate with clients and internal partners to address processing errors and support platform changes
• Monitor queues and workflows to identify emerging issues and support proactive communications during incidents or outages, when appropriate
• Partner with leadership, peers, and business partners to meet service goals and improve client experience
• Maintain and improve policies, procedures, and training materials to support consistent service delivery
• Lead by example on quality, controls, and adherence to established procedures to support effective operational risk management

Required Qualifications, Capabilities And Skills

• 3 years of customer service or call centre experience
• 2 years of technical support experience
• Fluency in English, Portuguese, and Spanish, with strong oral and written communication skills
• Strong analytical and problem‑solving skills, including attention to detail and pattern recognition
• Ability to manage multiple workstreams and prioritise effectively in a high‑volume environment
• Strong time management and organisational skills
• Ability to translate complex technical information into simple, client‑friendly language
• Sound judgement and effective decision‑making, including in urgent or high‑impact situations
• Ability to work outside normal coverage hours as needed (including weekends and holidays)
• Ability to build and maintain effective working relationships with business and technology partners

Preferred Qualifications, Capabilities And Skills

• Experience supporting API‑based services for transaction initiation and reporting
• Experience investigating and documenting incidents, trends, and recurring issues in a support environment
• Experience coaching, mentoring, or acting as a shift/team lead in a support setting
• Familiarity with client connectivity troubleshooting concepts (e.g., authentication, certificates, connectivity diagnostics)
• Experience contributing to process improvements, knowledge articles, or training documentation
• Experience working with cross‑functional stakeholders to drive resolution and service improvements
• Developing experience using AI‑powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes.

ABOUT US

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognise that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

About The Team

J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.