Technical Service Specialist 2

    • Hyderabad, India

About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a leading global financial services company with $2.0 trillion in assets and offices in over 37 countries. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides asset management, capital raising and advisory, financing, foreign exchange, payments, risk management, and trade finance services to support customers who conduct business in the global economy. At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We also value the viewpoints of our team members and encourage them to be their best. 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. Learn more at our International Careers website .

Market Job Description
About EGS
Enterprise Global Services (EGS) enables global talent capabilities for Wells Fargo Bank NA, in Technology, Operations, Knowledge Services and Risk Services and duly supported by Shared Services across India and Philippines. EGS business is spread across Chennai, Bangalore and Hyderabad in India and Manila in Philippines. Learn more about EGS at our International Careers website.

Department Overview
Team Member Technologies (TMT) within the Enterprise Information Technology (EIT) business comprises of Enterprise Endpoint & Mobility Services, Enterprise Messaging & Collaboration Services, Technology Connection and Specialized Desktop Support Services. TMT integrates electronic communication and collaboration platforms to offer the next generation of content collaboration solutions.

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, and a variety of basic to moderately complex applications and hardware /software problems.
•Records inquiries, and repair / service requests.
•Resolves or directs request to appropriate technical area or vendor.
•Tracks status and follows up to ensure client satisfaction.
•Escalates to or consults with next level support when solution is unclear.
•Reports problems with procedures and suggests improvements.

Responsibilities
•Handles contacts from one or more lines of business.
•May serve as a resource to less experienced staff.
•May provide on-the-job training.
•Resolves most complex technical issues without additional assistance.
•Contributes to knowledge management enrichment.
•At direction of manager, may assist in training and business development projects.
•Handles contacts from one or more lines of business.
•May serve as a resource to less experienced staff.
•May provide on-the-job training.
•Resolves most complex technical issues without additional assistance.
•Contributes to knowledge management enrichment.
•Proactively seeks information about our customers, partners and internal areas within TC.
•Takes information from LOB team members and works to educate team on the issues they face
•Demonstrates an in-depth understanding of the computer systems and processes needed to perform work
•Builds a reputation as a recognized expert and support resource in a specific line of support.
•Submits requests to update knowledge base as needed.
•May train others in new technology."
•Identifies possible alternative solutions for problems, escalates solution for approval, helps to document and submit to knowledge base
•Identifies problem trends and escalates appropriately

Essential Qualifications
•2 year degree or equivalent combination of education and work experience
•4 year degree preferred
•3 years technical support or directly related experience working in a similar technical environment
•2-3 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)

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.

Wells Fargo is a diversified community-based financial services company with a vision to satisfy customer’s financial needs and help them succeed financially.

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