Technology Support I - Bilingual Portuguese/Spanish & English
Elevate your career with JPMorgan Chase, a top financial firm, valuing innovation, creativity, and excellence.
As a Technology Support I - High Growth Tech team member within the Application Programming Interface (API) Support team, you will serve as the primary contact for technical support in this rapidly expanding channel. You will provide 24/7 assistance to corporate clients and internal partners utilizing API-based services for transaction initiation and reporting. Your responsibilities will include efficiently managing and resolving inquiries, championing client interests, diagnosing connectivity issues, and proactively addressing processing errors to ensure client satisfaction and strengthen confidence in JPMorgan Chase products and services.
After training, the expected shift will be 12 pm - 9 pm.
Job responsibilities
- Ability to work on a 12 pm - 9 pm shift after the training period concludes
- Manage work queues (phone/email/internal case), required daily tasks and established service level agreements, and troubleshoot and investigate client technical and transactional inquiries
- Proactively connect with clients and internal partners to address processing errors or in support of platform changes
- Safeguard sensitive and/or client Personally Identifiable Information (PII) while ensuring timely escalation and reporting of potential fraud or security breaches as per policy
- 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
- Troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery to support business operations
- Identify and document basic issues and potential solutions for business and technology stakeholders
- Support the management of incidents, problems, and changes in technology applications or infrastructure, and escalate in compliance with firm policy and processes
- Uses enterprise-authorized AI capabilities within the work environment to speed up incident triage and initial problem analysis (e.g., summarizing logs/symptoms into hypotheses), validating outputs and handling operational data according to sensitivity and security requirements.
Applies reuse-first, AI-assisted practices within operational stability routines to identify recurring interruption patterns and support validated remediation actions aligned to resiliency and security expectations.
Required qualifications, capabilities, and skills
- 1+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services
- 1+ years of customer service or call center experience, with 1+ years in Technical Support
- Strong oral and written communication skills, with a proven ability to communicate and interact with various levels and translate complex requirements into simple guidance
- Bilingual (English & Spanish/Portuguese) and excellent communication in both oral and written
- Familiarity with applications or infrastructure in a large-scale technology environment on-premises or in the public cloud
- Working knowledge of using enterprise-authorized AI capabilities within the work environment to support production support workflows with strong validation habits and awareness of data sensitivity.
- Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and following operational and security expectations.
Preferred qualifications, capabilities, and skills
- Exposure to one or more general-purpose programming languages or automation scripting
- Exposure to Information Technology Infrastructure Library (ITIL) framework