Technology Support I - Bilingual Portuguese/English Specialist

Job Description
Embark on a dynamic career in tech support, where your skills contribute to maintaining world-class technology solutions to ensure a seamless user experience. As a Technology Support I team member in the Payments Solution Center group, you will ensure the operational stability, availability, and performance of our production application flows. Be part of the team responsible for troubleshooting, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems, ensuring a seamless user experience. This group 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 serve as a primary support contact for Latin America based internal and external clients utilizing various digital channels, file delivery and Application Program Interface based services for both transaction initiation and reporting. As you support our clients, you will work on many different problem types, of varying complexity, across multiple products, and lines of business.
Job responsibilities

• Manage interactions with business partners at all levels across multiple lines of business
• Troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery to support business operations
• Assist in the improvement of operational stability and availability through participation in problem management
• Assist in monitoring production environments for anomalies and address issues using standard observability tools
• 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
• Be flexible to work in a 24/7 work environment, across various shifts, and US holidays where supported LATAM markets are open.

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 experience
• Familiarity with applications or infrastructure in a large-scale technology environment on-premises or in the public cloud
• Ability to effectively manage operational risk through adherence to established procedures and controls

Preferred qualifications, capabilities, and skills

• Portuguese language skills strongly preferred
• Technical support experience
• Exposure to one or more general-purpose programming languages or automation scripting
• Exposure to Information Technology Infrastructure Library (ITIL) framework
• Effective analytical and complex problem-solving skills

About Us
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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
About the Team
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.