1+ months

Technical Helpdesk Specialist Bilingual Portuguese/English

Tampa, FL 33602
  • Job Code
    210320561

About JPMorgan JPMorgan Chase is a leading global financial services firm with assets of $1.1 trillion and operations in more than 50 countries. The firm is a leader in investment banking, financial services for consumers and businesses, financial transaction processing, asset and wealth management, and private equity. Under the JPMorgan, Chase and Bank One brands, the firm serves millions of consumers in the United States and many of the world™s most prominent corporate, institutional and government clients.

Global Client Access - Access Support Group provides high quality technical support via telephone and chat. Technical Support Specialists act as the primary technical contact for all JPM Access users and escalation of all unresolved problems/potential risk to second level support. The agents will also be responsible for performing routine daily tasks and participating in special department projects.

To include but not limited to:

· Proficiency in additional language is required (Portuguese). Tri-lingual (English, Spanish, Portuguese) is an asset.

· Proficient English language skill (verbal, written, and reading) is required.

· Provide telephone hotline support, chat support and email enquiry support to JP Morgan Access users.

· Log and manage calls/chats into the support tracking system.

· Resolve customer issues and queries in a way that reflects and expresses excellent customer service.

· Take ownership and provide technical support and customer service to clients and business areas within JPMorgan.

· Liaise with support functions and other business units to ensure the customer receives satisfactory responses in a timely manner.

· Ensure all unresolved problems are escalated in accordance to instructions held on Policy & Procedure website.

· Provide in-house training to other Client Access staff in all aspects relating to new development / releases of SME product and its use with client base.

· Ensure all complaints are escalated appropriately, leveraging the sensitive client process.

· Familiarization testing of new product and platform releases prior to releasing to clients.

· Ad-hoc initiatives to improve quality create efficiency or improve client experience.

Essential Skills & Experience -- include specifics regarding academic/ professional qualifications (e.g. degree, university, results), # yrs total and # yrs relevant work experience, relevant employers, relevant experience (nature of work/ job functions)

· Call center/ Chat Assist experience preferred but not required

· Excellent communication skills (verbal and written) with emphasis on banking terminology

· Demonstrate listening (verbal and written) skills and ability to utilize probing questions to accurately assess inquiry or request

· Ability to work in a fast-paced environment and an adaptability to change

· Strong problem-solving and decision-making skills

· Exhibits ability to work effectively in a team environment

· Proficiency in MS Office with the ability to work with multiple applications at the same time

Key Performance Indicators

· Customer Satisfaction

· Quality

· Average Handle Time

· Attendance, etc.

Hours of Work / Shift Timings

· Fully-staffed: Monday-Friday, 8:00 AM 9:00 PM Eastern Standard Time

· A 9 hour schedule will be determined between 8AM-9PM.

· Training will be between 8AM-5PM or 9AM-6PM.


Keyword: consumer%20banking

About JPMorgan JPMorgan Chase is a leading global financial services firm with assets of $1.1 trillion and operations in more than 50 countries. The firm is a leader in investment banking, financial services for consumers and businesses, financial transaction processing, asset and wealth management, and private equity. Under the JPMorgan, Chase and Bank One brands, the firm serves millions of consumers in the United States and many of the world™s most prominent corporate, institutional and government clients.

Global Client Access - Access Support Group provides high quality technical support via telephone and chat. Technical Support Specialists act as the primary technical contact for all JPM Access users and escalation of all unresolved problems/potential risk to second level support. The agents will also be responsible for performing routine daily tasks and participating in special department projects.

To include but not limited to:

· Proficiency in additional language is required (Portuguese). Tri-lingual (English, Spanish, Portuguese) is an asset.

· Proficient English language skill (verbal, written, and reading) is required.

· Provide telephone hotline support, chat support and email enquiry support to JP Morgan Access users.

· Log and manage calls/chats into the support tracking system.

· Resolve customer issues and queries in a way that reflects and expresses excellent customer service.

· Take ownership and provide technical support and customer service to clients and business areas within JPMorgan.

· Liaise with support functions and other business units to ensure the customer receives satisfactory responses in a timely manner.

· Ensure all unresolved problems are escalated in accordance to instructions held on Policy & Procedure website.

· Provide in-house training to other Client Access staff in all aspects relating to new development / releases of SME product and its use with client base.

· Ensure all complaints are escalated appropriately, leveraging the sensitive client process.

· Familiarization testing of new product and platform releases prior to releasing to clients.

· Ad-hoc initiatives to improve quality create efficiency or improve client experience.

Essential Skills & Experience -- include specifics regarding academic/ professional qualifications (e.g. degree, university, results), # yrs total and # yrs relevant work experience, relevant employers, relevant experience (nature of work/ job functions)

· Call center/ Chat Assist experience preferred but not required

· Excellent communication skills (verbal and written) with emphasis on banking terminology

· Demonstrate listening (verbal and written) skills and ability to utilize probing questions to accurately assess inquiry or request

· Ability to work in a fast-paced environment and an adaptability to change

· Strong problem-solving and decision-making skills

· Exhibits ability to work effectively in a team environment

· Proficiency in MS Office with the ability to work with multiple applications at the same time

Key Performance Indicators

· Customer Satisfaction

· Quality

· Average Handle Time

· Attendance, etc.

Hours of Work / Shift Timings

· Fully-staffed: Monday-Friday, 8:00 AM 9:00 PM Eastern Standard Time

· A 9 hour schedule will be determined between 8AM-9PM.

· Training will be between 8AM-5PM or 9AM-6PM.


Keyword: consumer%20banking
JPMorgan Chase & Co., 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 recognize 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, color, 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. In accordance with applicable law, we make reasonable accommodations for applicants™ and employees™ religious practices and beliefs, as well as any mental health or physical disability needs.

The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the œWELL Health-Safety Rating for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm™s current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm™s vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.

Equal Opportunity Employer/Disability/Veterans
The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world™s most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.

Operations teams develop and manage innovative, secure service solutions to meet clients™ needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.

Categories

Posted: 2022-08-04 Expires: 2022-09-30

For over 200 years, JPMorgan Chase & Co has provided innovative financial solutions for consumers, small businesses, corporations, governments and institutions around the world.

Today, we're a leading global financial services firm with operations servicing clients in more than 100 countries.

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Technical Helpdesk Specialist Bilingual Portuguese/English

JPMorgan Chase & Co.
Tampa, FL 33602

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