Technology Support Analyst - Transmission Support - Bilingual (Mandarin)
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AI Summary
Are you looking for an exciting opportunity to join a dynamic and growing team in a fast paced and challenging environment?
As a Technology Support I for Transmission Support, you provide 24/7 technical assistance for transaction initiation and reporting, owning client and partner inquiries end to end, documenting and following up, proactively addressing processing errors and platform changes, and troubleshooting connectivity, security, and file transmission issues with timely escalation. You collaborate across teams to resolve issues and improve procedures/training, bringing fluent English and business-level Mandarin, customer service and technical support, strong analytical and prioritization skills, disciplined risk/control adherence, and flexibility to work off-hours and remotely while translating complex topics for sensitive client communications.
Job responsibilities:
- Own and resolve client and partner inquiries via phone, email, and internal case transfer promptly
- Document accurately and follow up on all inquiries in a timely manner
- Advocate for clients to ensure needs are met when working with business partners
- Escalate issues promptly, following defined escalation procedures
- Troubleshoot and investigate connectivity, security, file transmission (including rejected files), processing failures, and transactional inquiries
- Conduct proactive outreach to address processing errors and support platform changes
- Monitor the group mailbox and assign email inquiries requiring investigation
- Partner with leadership, team members, and business partners to resolve issues and meet business goals
- Support development and maintenance of policies, procedures, and training materials
- Pursue independent development of business and application knowledge
- Ensure client satisfaction and confidence in JPMC products and services meet or exceed departmental standards
Required qualifications, skills, and capabilities:
- Fluent English and business-level Mandarin; strong verbal and written communication
- Minimum 5 years Customer Service and minimum 2 years Technical Support experience
- Self-motivated, self-managing; sound judgment and effective decision-making
- Strong analytical approach and complex problem-solving skills
- Ability to prioritize and handle concurrent tasks; aware of multiple work streams
- Flexibility to work outside normal hours, including weekends and holidays
- Build strong partner/technology relationships; simplify complex technical info; handle sensitive communications; adhere to procedures and controls to manage operational risk
Preferred qualifications, skills, and capabilities:
- Preferable with robust knowledge and familiarity with text based file formats and experience working with Wholesale Payments processes
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 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. 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.
Global Investment Banking supports a broad range of corporations, institutions and governments by providing strategic advice, capital raising and risk management expertise.
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