GPL Technical Support Analyst

Technical Support Analyst (Business Relationship Support Representative)

Wells Fargo is seeking a Technical Support Analyst 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:

• 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.

Required Qualifications:

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

Desired Qualifications:

• 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

Job Expectations:

• Position hours are Monday - Friday 9:00 AM - 6:00 PM
• This position offers a hybrid work schedule
• This position is not eligible for VISA sponsorship or transfer of VISA sponsorship
• Specific compliance policies may apply regarding outside activities and/or personal investing; affected employees will be expected to provide information to the Wells Fargo Personal Account Dealing Team and abide by applicable policy requirements if hired. Information will be shared about expectations during the recruitment process

Pay Range:

• El Monte, CA: $22.36 - 33.51 Hourly range

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates.

$25.96 - $34.13

Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.

• Health benefits
• 401(k) Plan
• Paid time off
• Disability benefits
• Life insurance, critical illness insurance, and accident insurance
• Parental leave
• Critical caregiving leave
• Discounts and savings
• Commuter benefits
• Tuition reimbursement
• Scholarships for dependent children
• Adoption reimbursement