Description

Be the frontline coordinator for global digital platform escalations, ensuring client-impacting issues are triaged fast and resolved with precision across cross-functional teams.

As a Technology Support Associate within the Digital Channels Escalation Team, you serve as a centralized point of coordination for technology escalations impacting JPMorganChase digital client platforms. You partner with Product, Technology, Operations, and Client Service teams globally to route issues through established paths and drive timely, accurate resolution. You track incidents, communicate status updates, and support follow-ups that strengthen operational readiness and service performance.

Job Responsibilities

• Triage incoming Digital Channels technology escalations and service issues to assess urgency, impact, and next steps.
• Route cases to the appropriate Product, Technology, or Operations teams using documented escalation paths and SLAs.
• Track incidents and escalations in case/incident management tools to maintain end-to-end visibility and accountability.
• Communicate clear, timely status updates to internal stakeholders throughout the incident lifecycle.
• Coordinate with global teams across APAC and the U.S., providing U.S. overlap coverage as needed.
• Support root-cause analysis and post-incident follow-ups to reduce recurrence and improve processes.
• Contribute to knowledge base articles, escalation playbooks, and operational documentation to standardize best practices.

Required qualifications, skills, and capabilities

• Bachelor's degree or equivalent practical experience
• 5+ years of experience in technology support, operations, or client service
• Experience supporting technology platforms or digital products in a production environment
• Strong written and verbal communication skills with high attention to detail and organization

Preferred qualifications, skills, and capabilities

• Familiarity with case or incident management tools used for tracking escalations and service issues
• Experience working across regions and time zones, including APAC and U.S. overlap support
• Experience operating within documented procedures, escalation paths, and service level agreements
• Demonstrated ability to perform effectively in fast-paced, high-priority environments