Technology Support Associate - Transmissions Support
- Mumbai, Maharashtra
- Permanent
- Full-time
- Own and resolve client and internal partner inquiries received via phone, email, and internal case transfer in a timely manner.
- Accurately document and follow up on all inquiries, ensuring thorough and timely communication.
- Deliver exceptional client experiences while maintaining business requirements and advocating for client needs.
- Escalate issues promptly, adhering to defined escalation procedures and ensuring resolution.
- Provide telephone hotline and email support to JP Morgan Access users, including proactive outreach to address processing errors or platform changes.
- Monitor the group mailbox, assign email inquiries for investigation, and manage case volumes and aging according to the playbook.
- Partner with leadership, team members, and business partners to resolve client issues, support policy and training development, and participate in special projects.
- Strong communication skills with the ability to deliver clear and concise information via phone, email, and chat.
- Demonstrated ability to manage multiple tasks, prioritize effectively, and ensure timely completion of responsibilities.
- Proven experience in case management, including documentation, follow-up, and escalation.
- Ability to independently develop business and application knowledge to maintain effectiveness in the role.
- Experience providing technical or transactional support in a financial services environment.
- Familiarity with JP Morgan Access or similar platforms and related product knowledge.
- Background in training delivery, such as new hire or product upskill training.
- Track record of contributing to process improvements and coaching peers on technical or product knowledge.