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Responsibilities:
Responsible for the full client experience with respect to the use and support of treasury web products (JPMorgan ACCESS) in a Technical Support Help Desk role.  (Phone and / or chat)
Provide professional, courteous, and competent technical and procedural telephone support to clients for web and PC based treasury products and services.
• Consult with internal and external clients in multiple lines of businesses in the application of Global Client Access product functionality in the treasury and accounting functions.
• Provide consultative support to clients on cash management, implementation and operational issues, inquiries, "how-to" type inquires on using products, problem resolution, software/hardware recommendations, and security practices.
• Document client technical support information, including client configuration changes, troubleshooting information, problem resolutions, sensitivity issues, and security concerns.
• Forward relevant information to relationship areas, product management, and team management as required.
• Maintain high levels of expertise in web and networking technologies.
• Provide feedback on product software performance and operational efficiency in the customer environment.
• Develop specialized skills around the product line and the related technologies and businesses.
Qualifications:
• Proficiency in additional language is required (Portuguese).  Tri-lingual (English, Spanish, Portuguese) is asset
• Proficient English language skill (verbal, written, and reading) is required
• Bachelor degree or equivalent education/work experience
• Excellent communication, oral, written, and interpersonal skills
• Technical proficiency in Windows LAN/PC environments and systems, and in web and browser-based applications and technologies
• General knowledge of cash management business
• Strong customer service skills, call center experience in metrics driven team is required
• Strong analytical and problem solving skills
• Occasional overtime may be needed
• Holiday shifts coverage is required
• Ability to work remotely for extended period (home - in appropriate area with appropriate hardware) and to maintain current productivity goals
Work schedule: Monday – Friday 9 Hour shift between 8AM-8PM
RequisitionType Professional JobSchedule Full time