Technology Business Services Assistant

at  Wells Fargo

APPLICANTS WITH DISABILITIES

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .

WELLS FARGO RECRUITMENT AND HIRING REQUIREMENTS:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process

Required Qualifications, US:

• 2+ years of Information Technology in support of Business Services experience, or equivalent demonstrated through one or a combination of the following work experience, training, military experience, educatio

Desired Qualifications:

• Ability to provide strong technical analysis and troubleshooting information to vendors and internal partners clearly to resolve complex ATM issues
• Ability to pull data from multiple data sources and partners to identify technical “root cause” and escalate to management or vendor partners
• Ability to provide complex Technical Support to our Branch Banking Partners
• Basic technical knowledge in networking, computer hardware, computer systems, computer interfaces (Firmware) including but not limited to switches, routers and machine hardware
• Experience with ASVS, CPG, SES, NMC, cash handling, cash transportation, and dispatch is a strong bonus but not necessary
• Ability to read and process complex technical manuals
• Excellent verbal, written, and interpersonal skills
• Advanced knowledge of Microsoft Office Suite
• Ability to interact with integrity and a high level of professionalism with all levels of vendors, team members, and management
• Ability to multi-task in a fast-paced technical vendor dispatch environmen

Wells Fargo is seeking a Technology Business Services Assistant in the ATM Support Group as part of Consumer and Small Business Banking Operations. The agent provides phone assistance to vendors and branch employees related to ATM and Teller Cash Recyclers. This entails troubleshooting software, hardware, and network communication faults. Agents will be responsible for monitoring the ATM network, and documenting inquiries and status updates, while adhering to work guidelines, policies, and regulations. Candidates must have the ability to multi-task in a fast-paced call center environment while utilizing problem solving skills to address moderately complex concerns. Agents are expected to escalate issues to leads or management when a solution is unclear or when identifying a potential process improvement. Learn more about the career areas and lines of business at wellsfargojobs.com .

In this role, you will:

• Support the technology team in providing solutions to the internal partners and external customers for moderately complex technical concerns in their respective functional area
• Be responsible for recording inquiries, as well as repair and service requests
• Track service request status and follow up with the client to ensure client satisfaction
• Perform moderately complex operational and customer support tasks related to technological issues
• Receive direction from supervisor and escalate questions and issues to more experienced individuals
• Interact with immediate team and Technology Business Services functional area on information related to routine tasks and client inquiries
• Interact with internal and external customers regarding any technical issues in their processes and resolution provided

Required Qualifications, US:

• 2+ years of Information Technology in support of Business Services experience, or equivalent demonstrated through one or a combination of the following work experience, training, military experience, education

Desired Qualifications:

• Ability to provide strong technical analysis and troubleshooting information to vendors and internal partners clearly to resolve complex ATM issues
• Ability to pull data from multiple data sources and partners to identify technical “root cause” and escalate to management or vendor partners
• Ability to provide complex Technical Support to our Branch Banking Partners
• Basic technical knowledge in networking, computer hardware, computer systems, computer interfaces (Firmware) including but not limited to switches, routers and machine hardware
• Experience with ASVS, CPG, SES, NMC, cash handling, cash transportation, and dispatch is a strong bonus but not necessary
• Ability to read and process complex technical manuals
• Excellent verbal, written, and interpersonal skills
• Advanced knowledge of Microsoft Office Suite
• Ability to interact with integrity and a high level of professionalism with all levels of vendors, team members, and management
• Ability to multi-task in a fast-paced technical vendor dispatch environment

Schedules:

• 24/7/365 ATM Technical Support, Vendor Dispatch, and Incident Resolution Team
• Flexible scheduling (4 x10 or 5 x 8 work schedules available)
• Must be willing to work at least one weekend day a week
• Must be willing to work 1st or 2nd shift hours

Location:

• 1525 W W T Harris Blvd CHARLOTTE, NC 28262