Job Description
A Product Support professional within the Digital Product organization, you’ll be part of a team tasked with improving the experience for commercial clients on Chase.com. In this role, you’ll oversee application issues, including troubleshooting, maintaining, identifying, escalating and resolving. You’ll work closely with various internal stakeholder groups as well as multiple Product and Technology teams to ensure that application issues are resolved in a timely manner
Job Summary
As a Product Support professional within the Digital Product organization, you’ll be part of a team tasked with improving the experience for commercial clients on Chase.com. In this role, you’ll oversee application issues, including troubleshooting, maintaining, identifying, escalating and resolving. You’ll work closely with various internal stakeholder groups as well as multiple Product and Technology teams to ensure that application issues are resolved in a timely manner
Job Responsibilities
- Interact with clients and various groups within the bank to ensure that product issues impacting clients are resolved appropriately and in a timely manner
- Work with L1 teams to ensure product issue is properly understood and documented
- Assist with root cause analysis to understand what is driving product issue
- Handle weekly/biweekly calls with the Tech teams to review open product issues and discuss resolutions
- Provide updates to various groups within the bank on ticket status and resolutions
- Identify solutions to prevent repeat product issues from recurring and provide feedback to Product where appropriate
- Pro-actively escalate issues that are impacting multiple clients
Required Qualifications, Skills And Capabilities
- Four-year college degree required
- Previous experience in service management processes, e.g., service desk, change, incident, problem and knowledge such as ServiceNow or comparable platform
- 4+ years of proven customer service experience to include proven problem resolution experience
- Strong dedication to quality customer service and working knowledge of enterprise-wide service-delivery procedures
- Highly organized and able to manage multiple tasks
- Strong verbal and written interpersonal and communication skills
- Excellent initiative and assertiveness
- Must have the ability to recognize events or issues that require group management involvement
- Prior experience with Payments or Digital Channels (e.g., chase.com or similar) is preferred
- Knowledge of ServiceNow tool for service desk incidents is a plus
ABOUT US
JPMorgan Chase & Co., 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.
About The Team
Commercial Banking is focused on helping our clients succeed and making a positive difference in our communities. We provide credit and financing, treasury and payment services, international banking and real estate services to clients including corporations, municipalities, institutions, real estate investors and owners, and nonprofit organizations.
The Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share and control their financial data so they can make smart decisions with their money. Teams enable innovation while adhering to the firm’s data sharing principles of security, customer control and convenience, and privacy.