File Transmissions Technology Support II

JPMorgan Chase & Co.•Tampa, FL

10h

About The Position

Join a dynamic team shaping the tech backbone of our operations, where your expertise fuels seamless system functionality and innovation. As a Technology Support II team member in Commercial & Investment Bank Transmissions, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement. We are passionate about delivering exceptional client support across a broad range of technical scenarios, spanning multiple products, platforms, and lines of business. The Transmissions Support team provides 24/7 coverage to clients leveraging secure, digital, end‑to‑end transmission solutions that support their business operations and working capital needs.

Requirements

2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
Proven ability to independently manage complex problems, exercise sound judgment, and make effective decisions in fast‑paced environments
Strong analytical and troubleshooting skills, with the ability to break down complex technical issues and determine root causes
Excellent verbal and written communication skills, with the ability to translate complex technical concepts into clear, actionable guidance for varied audiences
Highly organized, deadline‑oriented, and able to successfully manage multiple priorities simultaneously
Self-motivated and self-managing, demonstrating accountability and ownership of outcomes
Ability to build and maintain effective working relationships with business partners, technology teams, and leadership
Flexibility to work outside of standard coverage hours as needed (between 8am – 9pm ET)

Nice To Haves

Cross-training or experience supporting Host-to-Host, ACH, or related payment solutions (e.g., ARP, Lockbox), including non-phone responsibilities
Strong understanding of text-based file formats and familiarity with end‑to‑end transmission and payment file lifecycles
Experience supporting Wholesale Payments processes and multi-platform, multi-dependency environments
Prior involvement in process improvement initiatives, defect reduction efforts, or quality initiatives

Responsibilities

Own and resolve complex client and internal partner inquiries received via phone, email, and internal case transfer, ensuring timely, accurate, and thorough resolution from start to finish
Manage and resolve advanced, high‑risk, or time‑sensitive cases with a focus on minimizing client impact, preventing reopens, and meeting service level expectations
Troubleshoot and investigate client connectivity issues, file transmission failures, processing errors, security‑related incidents, and transactional inquiries across supported platforms
Execute timely and appropriate escalations in accordance with established procedures, maintaining accountability through resolution
Proactively engage clients and internal partners to address processing errors, platform changes, or emerging risks before broader impact occurs
Serve as a point of escalation for urgent and complex phone and email cases, while also supporting critical non‑phone and off‑queue work as needed
Identify recurring defects, issue trends, and process gaps; partner with leadership, technology, product, and business teams to drive issue reduction and service improvement
Provide peer coaching, knowledge sharing, and lead ad‑hoc refresher or knowledge‑transfer sessions to strengthen overall team capability and consistency
Support the development, review, and maintenance of procedures, policies, training materials, and job aids
Independently build and maintain deep business, product, and application knowledge to remain effective in a rapidly evolving environment
Collaborate closely with leadership, teammates, and cross‑functional partners to achieve team objectives and support broader business goals