Wells Fargo Technical Support Analyst Treasury Management Services 

Philippines, Caloocan 

637537134

About this role:

• Wells Fargo is seeking a Technical Support Analyst, internally known in the organization, Customer Service Representative .
• Provides technical systems support and servicing to Treasury Management clients, supporting moderate to complex ecommerce products and services.
• Serves as the first point of client contact in providing support for routine technical questions and issues related to assigned applications, systems, products and services.
• Examples include inquiries regarding systems status and connectivity, application workflow, and technical mechanics of Treasury Management products and services.
• Uses various applications to troubleshoot and restore customer product functionality.
• Acts as a liaison between client and internal parties (client services, sales and relationship management, technology) to coordinate satisfactory resolution of technical issues.

In this role, you will:

• Support financial products and services
• Identify opportunities to improve customer service experience and offer ideas to resolve internal and external customer issues to provide first call resolution
• Perform moderately complex customer support tasks
• Receive direction from customer service supervisor and escalate non-routine questions
• Interact with customer service team on complex customer issues
• Provide training on policies and procedures, and provide guidance to less experienced individuals, as well as internal and external customers

Required Qualifications:

• 2+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, education

Desired Qualifications:

• Experience in IT Support, Customer Service, Financial Services or Contact Center, or equivalent demonstrated through one or a combination of the following: work experience, training, and education.
• More than two ( 2 ) years of experience in one or a combination of the following: IT Technical Support, E-Commerce Application Support, or E-Commerce Development experience.
• More than one ( 1 ) year of direct end-user support or customer service experience.
• Associate or Bachelor's degree holder, in any IT-related course
• Understanding of computer networking, including but not limited to Local Area Networks ( LAN ), Wide Area Networks ( WAN ), Internet Service Provision ( ISP ), Internet Protocol ( IP ), Local Machine and Group Security Policies, Firewalls, and Web Proxy / Content Filtering.
• Advanced understanding of end-user Operating Systems, Windows 7 - 10, and Mac OS.
• Advanced understanding of commercial web browsers such as MS Internet Explorer, Mozilla Firefox, Google Chrome, and Safari.
• Advanced understanding of smartphones and tablets, including Apple iOS and Android OS, using both native application and web-based functions.
• Excellent verbal, written, and interpersonal communications skills.

Job Expectations:

• The Treasury Technical Support Analyst ( TTSA ) is expected to take calls from both external and internal customers.
• Handle calls from Corporate and Commercial customers, and internal client service officers who escalate Tier 2 calls to our team.
• The TTSA shall assist customers troubleshoot with making their deposits. Engagements could include scanner will not initialize, unable to detect the default scanner, drivers not installed, unreadable MICR, check jams / feeding issue, black streaking, general walkthrough questions, adding Wells Fargo as a trusted site and more.
• Provide feedback and present ideas for improving or implementing processes and tools with an overall customer service impact.
• Interact with immediate team and communicate with other departments.
• Perform research to resolve complex customer problems.
• Interact with internal and external customers.
• Candidates must be willing to work during night shift, weekends off.
• Candidates must be amenable to work full-time onsite, Five/NEO Building, BGC, Taguig City.

22 Aug 2024

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Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.