Technology Operations Analyst - Transmission Support
JPMorgan Chase
Mumbai, Maharashtra
Permanent
Full-time
17 days ago
Transmission Support Team provides 24/7 support to clients that leverage digital, end-to-end solutions that help them manage their business and working capital. In this role, you will be challenged to stretch outside your comfort zone, learn new things, and 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 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 Troubleshooting of file transmission problems for all rejected files, connectivity, and security related errors or failures Partner with the leadership team, other team members, and business partners to resolve client issues and to meet business goals Ensure that client satisfaction and confidence in JPMorgan Chase products and services are at or above departmental standards Required Qualifications, Skills and Capabilities: 5+ years of Customer Service experience Self-motivated and self-managing, demonstrating sound judgment and effective decision making Effective analytical approach and complex problem solving skills Proven organizational skills, deadline-oriented, and ability to successfully multi-task and Strong oral and written communication skills, with a proven ability to communicate and interact with various levels and translate complex requirements into simple guidance Able to work outside of normal coverage hours as needed (including weekends and holidays)and work remotely Able to build and maintain good working relationships with business partners and technology Technical Customer Service experience Robust knowledge and familiarity with text based file formats and experience working with Wholesale Payments processes
