Description
The Client Access Support Desk at JPMorgan is a Bournemouth based telephone helpdesk that provides technical support to external clients and internal users of the suite of web-based client facing applications. Working in partnership with our APAC and WHEM equivalents, the global teams provide 24 hour support, 5 days per week support coverage.
The client systems supported include the Access portal, SWIFT, Transaction and Portfolio reporting.
The team are responsible for two key areas:
- Product Support - providing technical support to external clients and internal customers using the client facing applications. This includes issue logging and tracking resolution and where necessary, the escalation of issues and queries.
- Incident Management - escalation of client incident to the relevant team providing clear and concise updates and taking ownership to ensure issues are resolved as soon as possible.
- The EMEA team currently consists of six support analysts and one supervisor and provide support in the English, French, German and Italian languages.
Job Description:
- Provide telephone support to JPMorgan clients and internal personnel using the portal and associated applications. Resolving client issues in a timely manner and escalating appropriately where necessary.
- Ensure client calls are answered quickly and efficiently and issues accurately logged in the groups issue tracking system.
- Investigate into more complex technical issues in respect to Internet configuration, communication settings, and database and software corruption. Contributing resolution details to the knowledge base on SharePoint.
- Liaise with Technical Relationship Managers and Client Service Administrators to help resolve business issues.
- Throughout the day notify the Business via email notification of any systems outages that may directly impact clients. This includes application outages and SWIFT delivery issues.
- At the start of each day ensure all Investor Services web based applications are accessible, escalating any outages and managing resolutions where necessary.
- Act as an escalation point for issues raised by less senior members of the team.
- Be willing to take responsibility for coordinating the resolution of major issues, engaging the necessary parties to ensure problems are resolved with the least client impact.
- Become involved in integrating the support of new products into the team and ensuring team members have appropriate documentation and training.
Key Skills:
- Must be client focused, have an excellent telephone manner and be comfortable with talking directly with clients.
- Ability to work calmly under pressure is essential.
- Must have good troubleshooting skills using an analytical approach with a willingness to perform in-depth investigations to find solutions to new problems.
- Strong experience of using Microsoft Windows operating systems and software.
- Should have good coaching skills and feel comfortable training and presenting to small groups of people.
- Experience in writing support documentation desirable.
- Fluency in German would be a distinct advantage.
- Experience of Investor Services products desirable.
Hours:
The support desk hours of coverage are 08:00 - 17:00 with the support assistants working shifts of 08:00 - 16:00, and 09:00 - 17:00.
Location:
Chaseside Campus, Bournemouth
On offer is an initial 3 month role paying a highly competitive hourly rate is available.
Please send you application to Ella-Jayne Anderson with the Reference Number JS179785