Technology Support Senior Specialist - Quality & Business Engagement Analyst

Embark on a career where innovation meets support, assisting customers with the highest quality standards and satisfaction.  

As a Technology Support Quality & Business Engagement Analyst in the Corporate Technology Employee Platforms team, you will be a crucial team member that uses leading best practices to provide first-line support and guidance on day-to-day technology activities. Your role involves assisting leadership in identifying technician coaching opportunities, standardizing the customer experience when engaging an IT support technician regardless of technician’s business location, and identifying process improvements through sound metrics. Areas of focus include Standardization of Service Delivery, Uplift of Technician Ticket Handling, Knowledge Base Curation, and Data Analytics. You will host or attend meetings with Production Managers and interested stakeholders to share relevant information which includes metrics and trends of the results identified in the quality assessments.

Job responsibilities

• Evaluates technician tickets based on expectations created by production leadership to create a consistent support experience for our customers regardless of region.
• Identifies and communicates coachable opportunities within the ticket handling process to aid Deliver Managers with factual examples to reinforce recognition and training opportunities. 
• Uncovers and communicates opportunities for the article creation, updates, and enhancement to our Knowledge Base Team
• Monitors service trends, identifying major impacts, and analyzing Quality Assurance metrics to identify strategies to boost the overall Customer Satisfaction  

Required qualifications, capabilities, and skills

• 1+ years of experience in providing first-contact solutions and end user support to triage and resolve issues in real-time including support for hardware, software, and networks
• Experience with live chat, incident/service request management, and run books for system issue resolution
• Baseline knowledge of operational management and excellence
• Proven ability to balance tasks while documenting outcomes

Preferred qualifications, capabilities, and skills

• Familiarity with troubleshooting techniques for resolving technical issues in hardware, software, and technology systems
• Ability to document issues, procedures, and root cause analyst.
• Ability to work independently juxtaposed collaborate effectively based on assignment. 
• Strong ability to actively listen in collaborative sessions with leadership and functional groups to deliver on assigned initiatives while building valuable working relationships. 
• Strong written and verbal communication skills
• Strong organizational skills.

 

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. For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and 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