Desc JPMorgan Chase is a leading financial services firm with a history spanning over 200 years. Join our team to build your career in a culture that values innovation, creativity and excellence
Internal Description
The API Support team, part of the Treasury Services Solution Center, provides 24/7 technical support to corporate clients and internal partners utilizing various API based services for both transaction initiation and reporting, including the API Gateway, Real Time Payments, SEPA Instant, and JPMorgan Wallet.  In this role, you will serve as the front line of support for this complex and growing channel.
Responsibilities will include:
• Full ownership and timely resolution of inquiries received via phone, email, and internal case transfer from clients and internal partners.
• Accurate and timely documentation and follow up on all inquiries received.
• Advocating on behalf of client to ensure client needs are met when working with business partners.
• Timely escalation of issues, ensuring that the defined escalation procedures are followed.
• Troubleshooting and investigation of client connectivity issues, processing failures, and transactional inquiries.
• Proactive outreach to clients and internal partners to address processing errors or in support of platform changes.
• Monitoring of various queues for identification of issues and initiation of proactive notification to clients of issues or outages when appropriate.
• Support the development and maintenance of policies, procedures, and training materials.
• Independent personal development of business and application knowledge to ensure continued effectiveness in the role.
• Ensure that client satisfaction and confidence in JPMorgan Chase products and services are at or above departmental standards.
Qualifications:
• 3+ years of customer service or call center experience.
• 2+ years of Technical Support Experience
• Strong Attention to detail and pattern recognition skills.
• Effective analytical approach and problem-solving skills.
• Strong oral and written communication skills.
• Able to maintain awareness of multiple work streams simultaneously.
• Effective time management and organizational skills
• Able to translate complex technical information into simple terms.
• Able to work outside of normal coverage hours as needed (including weekends and holidays)
• Able to work remotely.
• Be self-motivated and self-managing, demonstrating sound judgment and effective decision making.
• Able to build and maintain good working relationships with business partners and technology.
• Able to effectively manage operational risk through adherence to established procedures and controls.
Work schedule:  Must be able to work a shift between the hours of 8am and 7pm Monday through Friday
RequisitionType Professional JobSchedule Full time