About the Company
JPMorgan Chase & Co. is a leading global financial services firm with operations worldwide. We are committed to fostering a diverse and inclusive workplace where every employee can thrive and contribute to our mission of helping clients achieve their financial goals. With a strong focus on technology and innovation, we provide critical support and services that power global finance.
Job Description
As an Online Helpdesk Ticket Router, you will be the first point of contact for internal user IT issues, acting as a crucial link between our users and specialized support teams. This entry-level, 100% remote role involves triaging incoming support requests, accurately categorizing tickets, and routing them to the appropriate technical teams for resolution. You will ensure a smooth and efficient workflow, minimizing downtime for our employees and contributing to the overall productivity of the firm. This is an excellent opportunity for individuals passionate about IT and customer service to start their career in a dynamic corporate environment.
Key Responsibilities
- Monitor incoming IT support requests through various channels (e.g., email, ticketing system chat).
- Conduct initial assessment and triage of user-reported issues to determine the nature and urgency of the problem.
- Accurately categorize and prioritize tickets based on established protocols and impact levels.
- Route tickets to the appropriate specialized IT support teams (e.g., desktop support, network operations, application support).
- Communicate with users to gather additional information or provide initial status updates on their requests.
- Maintain detailed and accurate records of ticket routing activities and user interactions within the ticketing system.
- Identify recurring issues and escalate trends to supervisors for potential root cause analysis.
- Adhere to service level agreements (SLAs) for initial response and routing times.
- Contribute to the continuous improvement of helpdesk processes and documentation.
Required Skills
- Strong computer literacy and familiarity with common operating systems (Windows, macOS) and office applications (Microsoft Office Suite).
- Excellent written and verbal communication skills.
- Ability to follow detailed instructions and established procedures.
- Exceptional attention to detail and organizational skills.
- Strong problem-solving aptitude and a proactive approach to learning.
- Ability to work independently and as part of a remote team.
- Reliable high-speed internet connection and a dedicated home office space suitable for remote work.
Preferred Qualifications
- Previous customer service experience (e.g., retail, call center).
- Basic understanding of IT support concepts or ticketing systems.
- Relevant IT certifications (e.g., CompTIA IT Fundamentals+, A+).
- Experience with collaboration tools like Microsoft Teams or Slack.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off (PTO) and paid holidays.
- Employee assistance program.
- Opportunities for career growth and professional development.
- Remote work setup allowance and ongoing technical support.
- Access to employee resource groups and wellness programs.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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