Technology Support Senior Specialist - Quality & Business Engagement Analyst

JPMorgan Chase - Columbus, OH

Full-time - Entry Level

Columbus, OH

Credit Intermediation and Related Activities

About the position

As a Technology Support Quality & Business Engagement Analyst in the Corporate Technology Employee Platforms team, you will play a vital role in providing first-line support and guidance on technology activities. Your focus will be on standardizing the customer experience, identifying coaching opportunities for technicians, and improving processes through data analytics and metrics. You will collaborate with leadership and stakeholders to enhance service delivery and customer satisfaction.

Responsibilities

• Evaluate technician tickets to ensure a consistent support experience for customers across regions.
• Identify and communicate coachable opportunities within the ticket handling process to assist Deliver Managers with training and recognition.
• Uncover and communicate opportunities for article creation and enhancement to the Knowledge Base Team.
• Monitor service trends and analyze Quality Assurance metrics to develop strategies for improving Customer Satisfaction.

Requirements

• 1+ years of experience in providing first-contact solutions and end user 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.

Nice-to-haves

• Familiarity with troubleshooting techniques for resolving technical issues in hardware, software, and technology systems.
• Ability to document issues, procedures, and root cause analysis.
• Ability to work independently while collaborating effectively based on assignments.
• Strong ability to actively listen in collaborative sessions with leadership and functional groups.
• Strong written and verbal communication skills.
• Strong organizational skills.

Benefits

• Comprehensive health care coverage
• On-site health and wellness centers
• Retirement savings plan
• Backup childcare
• Tuition reimbursement
• Mental health support
• Financial coaching