Technology Support II- COS Solution Center Transmissions
Technology Support II- COS Solution Center Transmissions
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Job Description
As a Technology Support II in the COS Solution Center Transmissions Support Team you will provide high-quality technical and transactional support via phone and email. You will be responsible for ensuring daily tasks are completed leading and participating in departmental projects and challenging the status quo to help the team evolve to better meet the needs of our clients and internal partners.
The Transmission Support Team provides high quality technical and transactional support via phone and email. You will be responsible for ensuring daily tasks are completed in addition to leading and participating in departmental projects. You will be challenged to stretch outside your comfort zone learn new things and to challenge the status quo helping the team evolve to better meet the needs of our clients and internal partners.
Job Responsibilities:
- 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
- Deliver exceptional client experience while maintaining all the business requirements including controls. 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
- Provide telephone hotline support and email enquiry support to JP Morgan Access users
- Proactive outreach to clients and internal partners to address processing errors or in support of platform changes
- Monitoring of the group mailbox and assignment of email inquiries that require investigation
- Partner with the leadership team other team members and business partners to resolve client issues and to meet business goals
- 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 client satisfaction and confidence in JP Morgans service offering based on CSAT is at or above departmental standards
- Assists specialists in person on phone or via chat throughout the day which contributes to the overall Access Support Help Desk SLAs.
- Opens tickets with product and /or tech when appropriate and follows through until resolved.
- Case management manages case volumes and aging case assignment as per playbook reviewing aging cases and escalate as needed
- Product Knowledge
- Tech incidents (if applicable)
- Training (New Hire and Product Upskill Training)
- Any special projects to assist the team with performance and development.
- Builds relationships with product / tech partners.
- Leads / attends daily weekly monthly calls to facilitate resolution of open cases
- Recognizing peers
- Any process improvements submitted / implemented.
- Empowered to coach specialists on technical/product knowledge aspect
Employment Type
Full-Time
