Technical Support Representative - Professional/Officer (Based in Riyadh)-110035575
Job Description

Key Objectives of the job
To provide high quality technical support to customers who use JPMorgan Electronic Banking Products in the EMEA region and act as the SME for Saudi products and platforms. This includes: pre sales technical consulting services for prospective clients, Implementation support for new clients, training for new and existing clients and ongoing technical support and maintenance for all. Support is provided across a range of electronic banking applications which vary from simple standard installs to highly complex integrated solutions.

Responsibilities
Provide technical advice, pre sales consulting to prospective Clients, in support of PSS team.
Provide consulting services to both existing and new clients with specific technical requirements and/or interfaces with their own systems (ERP and Treasury Management Systems).
Install new JPMorgan electronic banking products and services for clients in EMEA, both remote and on-site at the client, as part of the overall implementation team and liaising directly with the client.
Maintenance of existing installations, providing upgrades to the product and support installation updates (e.g. OS upgrades)
Act as 1st and 2nd level support in country and liaise with 3rd level support / development to resolve complex technical problems and customer issues and inquiries in a way which reflects and expresses excellent Customer Service and adheres to highest standards of risk management.
Management of complex technically involved projects and programs (e.g. major product releases and migrations)
Testing of new product & platform releases prior to despatch to Clients.
Provide remote and on-site client training
Provide in-house training to other Client Access staff in all aspects relating to new development / releases of SME product and its use with client base.
Complete visit reports following install / client visit and update respective system with client configuration data.
Ensure appropriate documentation is completed for client visit cost recovery.
Provide cover for TSG as and when required.
Log all calls and activities in CMD or similar tool.
Ensure all complaints are escalated appropriately, leveraging the sensitive client process.
Working as part of a Service unit, provide support and cover as required and appropriate to team colleagues responsible for other aspects of Service delivery (Client Service; Client Implementations).
Qualifications

Skills/Experience

Time management and organizational skills
Cash management and treasury services product knowledge / experience
Proficient in various desktop and internet based applications
Technical knowledge in troubleshooting complex incidents
Demonstrated ability to work in a team environment
Strong verbal and written communication skills
Ability to adapt to a changing environment
Arabic language skills required
Experience in a client facing role
Operations and customer service experience a plus

Additional Requirements
Some travel will be required



Success Measurement

ACD/Inquiry tracking tools MIS
CMD case logging and aging MIS
Client Survey results
Ad hoc feedback from clients.
Ad hoc feedback from key partners : Sales/Implementations/Customer Service/ Product Management
Workflow MIS

JPMorgan offers an exceptional benefits program and a highly competitive compensation package.

JPMorgan is an Equal Opportunity Employer.
Job Client Services
Primary LocationSaudi Arabia-Riyadh-Riyadh
Organization Treasury & Securities Services
Schedule Full-time
Job Type Standard
Shift Day Job
Employee Status Regular http://ping.fm/bQrum