About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a leading global financial services company headquartered in San Francisco (United States). Wells Fargo has offices in over 30 countries and territories. Our business outside of the U.S. mostly focuses on providing banking services for large corporate, government and financial institution clients. We have worldwide expertise and services to help our customers improve earnings, manage risk, and develop opportunities in the global marketplace. Our global reach offers many opportunities for you to develop a career with Wells Fargo. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
Market Job Description
ABOUT WELLS FARGO
We are a 160-year-old diversified financial services company providing banking, insurance, investments, mortgage, and consumer and commercial finance. We are the fourth largest Bank in the US. The company has $1.5 trillion in assets. We reach our customers through more than 9,000 stores and more than 12,000 ATMs and the Internet (wellsfargo.com). We are headquartered in San Francisco with more than 270,000 team members in more than 35 countries across our 80+ businesses.
About Wells Fargo India
Wells Fargo India (WFI) enables global talent capabilities for Wells Fargo Bank NA., by supporting business lines and staff functions across Technology, Operations, Risk, Audit, Process Excellence, Automation and Product, Analytics and Modeling. We are operating in Hyderabad, Bengaluru and Chennai locations.
Department Overview
The Enterprise Technology Infrastructure (ETI) team within the Enterprise Information Technology (EIT) is responsible for enterprise-wide infrastructure services across the global footprint, including networking, production services, storage, data centers, mainframe, midrange and Cloud-based systems, distributed systems, and international infrastructure.
About the Role
This role requires the team member to follow established guidelines, responds to inquiries through various methods of contacts, processing or request procedures, systems status and network connectivity.
Responsibilities
- Completes classroom and on-the-job training to handle entry-level technical support contacts (e.g. password resets, pass-through support) from a single queue.
- After demonstrating proficiency on entry level technical support contacts, begins additional training on a core line of business while continuing taking entry-level technical support contacts.
- May begin training on an additional line of business (hardware and applications)
- Demonstrates proficient handling of assigned technical support contacts.
- Actively keeps informed and applies knowledge appropriately. This may include reading emails, use of knowledge base, and training as assigned.
- Adheres to all risk and confidentiality requirements of the corporation, being fully aware of potential negative impact to TC and the corporation, reporting any deviations from those requirements.
- Knows when to seek help and from where and whom.
- Proactively seeks information to learn about TC and interactions with other areas.
- Demonstrates the necessary understanding of the computer systems and processes needed to perform work.
- Demonstrates a willingness to adapt to new technology.
- Learns how to use new technology to service the customer.
- Understands department processes and escalation procedures.
- Utilizes all approved resources available to provide timely and accurate resolutions to customer issues, including escalating appropriately
Essential Qualifications- 3-year degree or equivalent combination of education and work experience
- 4 year degree preferred
- 2 years technical support or directly related experience working in a similar technical environment
- 1-3 years of Technical/Desktop Support experience within a busy, high volume call environment
- Proven track record in a desktop technical support environment
- Strong communication skills; Excellent English (Written and spoken)
- Strong customer service, analytical, and problem resolution skills.
- Is understanding of and sympathetic to client requirements
- Enterprises Mobility implementation and troubleshooting (iPhone, iPad's and Blackberry devices)
- Basic understanding of Virtual Desktop
- Experience performing remote support
Desired Qualifications- 2 year degree preferred
- ITIL/HDI Training/Certification
Market Skills and Certifications
- 3-year degree or equivalent combination of education and work experience
- 4 year degree preferred
- 2 years technical support or directly related experience working in a similar technical environment
- 1-3 years of Technical/Desktop Support experience within a busy, high volume call environment
- Proven track record in a desktop technical support environment
- Strong communication skills; Excellent English (Written and spoken)
- Strong customer service, analytical, and problem resolution skills.
- Is understanding of and sympathetic to client requirements
- Enterprises Mobility implementation and troubleshooting (iPhone, iPad's and Blackberry devices)
- Basic understanding of Virtual Desktop
- Experience performing remote support
We Value Diversity
At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We comply with all applicable laws in every jurisdiction in which we operate. |
