GPL Technical Support Analyst (Business Relationship Support Representative)

Wells Fargo Bank•Charlotte, NC

4h•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. 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: Provide cash management services and digital channel capabilities for customers of Commercial Banking and Corporate & Investment Banking. Provide intermediate to advanced 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 telephone, email, and internally assigned inquiries pertaining to the functional operation of all installed and supported applications, including associated hardware and software. Analyze moderately complex inquiries and determines appropriate steps to resolve problems with treasury management applications. Consult with more experienced technical support staff or management when appropriate course of action is unclear. Maximize performance and efficiency for application end-users. This support can be related to specific product or client’s application usage within the Vantage platform in general. Resolution is achieved through a combination of technical setting adjustments in the user’s environment, as well as more general tips and consultation about efficient and effective use of treasury online applications. Monitor production issue trends and communication of client reported defects or other feedback. In this role, team members 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. 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. Act as a liaison between customer and product management/technology development teams for complex issues to coordinate satisfactory technical issue resolution.

Requirements

1+ years of relevant business or customer support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
1+ 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, and Mac OS
Advanced understanding of commercial web browsers such as MS Edge, Mozilla Firefox, Google Chrome, and Safari
Advanced understanding of smart phones and tablets, including Apple iOS and Android OS, using both native application and web-based functions
Intermediate Microsoft Office (Word, Excel, and Outlook) skills
Knowledge and understanding of treasury management industry, products and services
Previous call center experience
Strong telephone etiquette skills
Excellent verbal, written, and interpersonal communication skills
Strong organizational, multi-tasking, and prioritizing skills
Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
Ability to work in a fast-paced deadline driven environment
Proven success in problem analysis and resolution with strong attention to detail and accuracy
BS/BA degree or higher in information technology or related field

Nice To Haves

CompTIA A+, Net+, and/or Security+ certification

Responsibilities

Provide cash management services and digital channel capabilities for customers of Commercial Banking and Corporate & Investment Banking.
Provide intermediate to advanced 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 telephone, email, and internally assigned inquiries pertaining to the functional operation of all installed and supported applications, including associated hardware and software.
Analyze moderately complex inquiries and determines appropriate steps to resolve problems with treasury management applications.
Consult with more experienced technical support staff or management when appropriate course of action is unclear.
Maximize performance and efficiency for application end-users.
Monitor production issue trends and communication of client reported defects or other feedback.
Bring 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.
Create a positive client experience for customers engaging the team for treasury application technical support.
Act as a liaison between customer and product management/technology development teams for complex issues to coordinate satisfactory technical issue resolution.

Benefits

Equal Opportunity Employer
Consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture.
Accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance).
Follow and adhere to applicable Wells Fargo policies and procedures.
Appropriately fulfilling risk and compliance obligations.
Timely and effective escalation and remediation of issues.
Making sound risk decisions.
Emphasis on proactive monitoring, governance, risk identification and escalation.
Making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.
Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.