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Form of workOur Team
Document & Business Solutions is a global organisation providing document products and services to all internal business units globally. DBS products include Print, Digital Mail, Image Capture & Distribution, Content Creation, Secure Records, Logistics and Transportation, all of which are supported by a portfolio of applications and tools to assist with every day business tasks.
Opportunity
The Product Support role is a cross product role requiring a balanced set of skills to support technical, operational and service-related queries for DBS' internal customers, as well as proving expertise support for the DBS operations teams Globally.
Key Responsibilities
- Work as part of a small Product Support team to triage and address incoming Product Support queries
- Review, triage and distribute support requests via the DBS Hub application
- Evaluate, address and process incoming Product Support requests in line with internal Service Level Agreements set for the team
- Perform product system updates in the form of data uploads and reporting, within a prescriptive set of standards and procedures
- Communicate directly with internal customers to the required standards, providing excellent customer service at all times
- Organise and prioritise Product Support requests to minimise the customer impact
- Support product team members through knowledge sharing, cross training, and constant collaboration to ensure combined team success
- Provide Subject Matter (SME) level support to operational partners and our internal customers.
- Continuously look for opportunities to improve the customer experience and make recommendations internally for system improvements that add or create value to the customer experience
- Be an advocate of DBS products
Qualifications
- Ability to work and communicate effectively, maintaining a high standard of written and verbal communication
- Ability to work as part of a virtual team delivering and managing change in a fast-paced environment.
- Ability to prioritise different projects and align deliveries
Required Skills
- A high level of proficiency in the use of desktop technology, web-based forms termed as Product Support tools and MS Office core applications
- Initiative: be able to move product initiatives forward in a cross-functional and matrixed organizational model
- Self-Directed: be an independent contributor who is comfortable working in a self-directed mode on multiple assignments
- Analytical: strong analytical skills with complementary communications and presentation skills
- Detailed: diligent attention to detail and accuracy
- Team: be a strong team player and an ability to work in teams distributed across the globe
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
