Technology Support - High Growth Tech (Portuguese and Spanish Speakers)
JPMorgan Chase · Manila, Philippines · 6d ago
Build a career where your troubleshooting skills directly improve client experience and service reliability. You will lead a support team that helps clients and internal partners resolve time-sensitive technical and processing issues. This role offers hands-on problem solving, cross-functional collaboration, and opportunities to influence how support is delivered. If you enjoy working in a fast-paced environment and turning complex issues into clear outcomes, this role is for you.
Job summary
As a technology support team leader in the API support team, you will serve as a primary point of contact for technical support for API-based services used for transaction initiation and reporting. You will lead day-to-day inquiry management, guide investigations into connectivity and processing issues, and partner with internal teams to drive timely resolution and strong client outcomes. You will contribute to a culture of operational excellence, clear communication, and continuous improvement.
Job responsibilities
- Manage and resolve inquiries received via phone, email, and internal case transfers from clients and internal partners
- Advocate for client needs while coordinating with internal business and technology partners
- Escalate critical and urgent requests promptly and follow through to resolution
- Troubleshoot and investigate client connectivity issues, processing failures, and transaction inquiries
- Communicate with clients and internal partners to address processing errors and support platform changes
- Monitor queues and workflows to identify emerging issues and support proactive communications during incidents or outages, when appropriate
- Partner with leadership, peers, and business partners to meet service goals and improve client experience
- Maintain and improve policies, procedures, and training materials to support consistent service delivery
- Lead by example on quality, controls, and adherence to established procedures to support effective operational risk management
Required qualifications, capabilities and skills
- 3 years of customer service or call center experience
- 2 years of technical support experience
- Fluency in English, Portuguese, and Spanish, with strong oral and written communication skills
- Strong analytical and problem-solving skills, including attention to detail and pattern recognition
- Ability to manage multiple workstreams and prioritize effectively in a high-volume environment
- Strong time management and organizational skills
- Ability to translate complex technical information into simple, client-friendly language
- Sound judgment and effective decision-making, including in urgent or high-impact situations
- Ability to work outside normal coverage hours as needed (including weekends and holidays)
- Ability to build and maintain effective working relationships with business and technology partners
Preferred qualifications, capabilities and skills
- Experience supporting API-based services for transaction initiation and reporting
- Experience investigating and documenting incidents, trends, and recurring issues in a support environment
- Experience coaching, mentoring, or acting as a shift/team lead in a support setting
- Familiarity with client connectivity troubleshooting concepts (e.g., authentication, certificates, connectivity diagnostics)
- Experience contributing to process improvements, knowledge articles, or training documentation
- Experience working with cross-functional stakeholders to drive resolution and service improvements
Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes.