GPL Technical Support Analyst

Wells Fargo Bank•El Monte, CA

11d•$22 - $34•Hybrid

About The Position

Wells Fargo is seeking a Technical Support Analyst (Business Relationship Support Representative) in Global Payments & Liquidity (GPL) as part of Enterprise Functions. Learn more about the career areas and lines of business at wellsfargojobs.com . Wells Fargo Global Payments and Liquidity Technical Support offers consultative technical support to small businesses, middle-market firms, and corporate clients. We collaborate with internal partners and vendors to support 45 online banking applications, including those for payments, receivables, and reporting. In this role, you will: Create a positive client experience for customers engaging the team for treasury application technical support. This experience is measured by direct surveys sent to users the consultant has supported. Whether a technical solution is available or not, it is paramount the client receives the best experience possible by providing all alternatives and accurate delivery of technical information Provide basic to intermediate level of technical support and consultation to end-users and internal servicing agents for commercial banking online products and applications. Examples include but are not limited to; internet browser markup/scripting/display issues, transactional inconsistencies, associated application hardware support, network connectivity, and technical mechanics of application workflows Interpret, evaluate, and resolve where possible by telephone, email internally assigned inquiries pertaining to the functional operation of all installed and supported applications, including associated hardware and software Analyze moderately complex inquiries and determine appropriate steps to resolve problems while maximizing performance and efficiency for application end-users. This support can be related to specific products or client applications Monitor production issue trends and communication of client reported defects or other feedback. In this role, employees are responsible for bringing global system outages or client reported application defects to management’s attention, as well as capturing necessary information from the end-user to assist technology teams in troubleshooting or analysis Act as a liaison between customer and product management/technology development teams for complex issues to coordinate satisfactory technical issue resolution

Requirements

2+ years of Business Relationship Support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Nice To Haves

2+ years of technical support experience
Windows Operating System Fundamentals and Networking Fundamentals
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 10, and MacOS
Advanced understanding of settings in web browsers such as Microsoft Edge, 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.
Intermediate Microsoft Office (Word, Excel, and Outlook) skills
CompTIA A+ certification
Knowledge and understanding of treasury management industry products and services
Excellent verbal, written, and interpersonal communications skills.
Previous call center experience
Proven success in problem analysis and resolution with strong attention to detail and accuracy
Strong organizational skills; ability to multi-task and work in a fast-paced deadline driven environment
Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
BS/BA degree in IT, CIS, Engineering or related field

Responsibilities

Create a positive client experience for customers engaging the team for treasury application technical support.
Provide basic to intermediate level of technical support and consultation to end-users and internal servicing agents for commercial banking online products and applications.
Interpret, evaluate, and resolve where possible by telephone, email internally assigned inquiries pertaining to the functional operation of all installed and supported applications, including associated hardware and software
Analyze moderately complex inquiries and determine appropriate steps to resolve problems while maximizing performance and efficiency for application end-users.
Monitor production issue trends and communication of client reported defects or other feedback.
Act as a liaison between customer and product management/technology development teams for complex issues to coordinate satisfactory technical issue resolution