File Transmissions Technology Support I

JPMorgan Chase & Co.•Tampa, FL

7h•Onsite

About The Position

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 Commercial & Investment Bank Transmissions, you will ensure the operational stability, availability, and performance of our production application flows. Be part of the team responsible for troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems, ensuring a seamless user experience. As a Technology Support I, you will serve as a front‑line client contact, primarily handling inbound phone calls while also managing email and internal case work. This role is critical to delivering consistent service levels, accurate documentation, and a strong client experience, while complying with risk, privacy, and escalation standards in a regulated environment. Team hours in Tampa are 8:00am–9:00pm ET. Analysts must have flexibility to support business needs, including working the 12:00pm–9:00pm ET.

Requirements

1+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services
Experience in a contact center, client service, operations, technical support role, or in a phone‑based environment
Demonstrated ability to manage high call volumes while maintaining professionalism, accuracy, and empathy
Strong attention to detail and ability to consistently follow procedures, scripts, and documentation requirements
Effective analytical and problem‑solving skills, with the ability to learn and apply technical concepts
Clear, professional verbal and written communication skills, especially in live client interactions
Ability to manage multiple priorities while maintaining schedule adherence and productivity expectations
Demonstrated accountability, reliability, and professionalism, including consistent attendance and punctuality
Flexibility to work various shifts within standard business and evening hours between 8:00am–9:00pm
Ability to build and maintain positive working relationships with teammates, leadership, and technology partners

Nice To Haves

Prior experience in a financial services or regulated contact center environment
Exposure to technical customer support, payment operations, or platform‑based service models
Basic familiarity with file transmission concepts, text‑based file formats, or payment workflows
Bi-lingual in Spanish or Portuguese

Responsibilities

Serve as a primary inbound contact center resource, handling client inquiries primarily via phone, with additional support through email, chat, and internal case transfer
Resolve client and internal partner inquiries efficiently while meeting call handling expectations, service level agreements (SLAs), and quality standards
Own assigned cases from intake through resolution, ensuring complete, accurate, and timely documentation in all systems
Troubleshoot and investigate client connectivity issues, payment or transmission processing failures, and transactional inquiries using established procedures
Analyze rejected files and transmission errors to identify common issues related to formatting, connectivity, security, or processing
Advocate for clients by partnering with internal teams while ensuring all actions remain compliant with policies, risk controls, and escalation procedures
Escalate issues promptly and appropriately based on defined guidelines, with clear documentation and follow‑through
Proactively follow up on open cases to prevent aging items, missed commitments, or repeat client contacts
Maintain high levels of client satisfaction, quality assurance scores, and schedule adherence, supporting contact center performance goals
Demonstrate disciplined adherence to data privacy, authentication, and compliance standards, maintaining zero critical errors
Collaborate with peers, leaders, and partners to reduce hand‑offs, improve workflows, and support team and service level objectives; Demonstrate flexibility by supporting urgent volume, shift coverage needs, and business priorities