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Technical Service Specialist 1

Job ID 38765BR Location Manila, Philippines;
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 Enterprise Global Services

Enterprise Global Services (EGS) enables global talent capabilities for Wells Fargo Bank NA., by supporting over half of Wells Fargo's business lines and staff functions across Technology, Operations, Risk Services and Knowledge Services. EGS operates in Manila, Philippines and in Hyderabad, Bengaluru and Chennai in India. 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 Connections and Specialized Desktop Support Services. TMT integrates electronic communication and collaboration platforms to offer the next generation of content collaboration solutions.

Responsibilities

  • Following established guidelines, responds to telephone inquiries concerning support, processing or request procedures, systems status and network connectivity.
  • Documents and may resolve basic problems regarding business applications and hardware and software.
  • Records inquiries, repair and service requests, resolves or directs request to appropriate technical area or vendor, tracks status and follows up to ensure client satisfaction.
  • Escalates to senior staff when solution is unclear.
  • Reports problems with procedures.

Market Skills and Certifications

Essential Qualifications

  • At least 2 years of tertiary education
  • At least 2 years of working experience as a Technical Support Specialist in a BPO environment
  • Preferably has handled a customer survey driven account
  • Customer service focus with the ability to analyze and research moderately complex customer or agency issues and complaints.
  • Excellent verbal, written, and interpersonal communication skills. Ability to interact with all levels of an organization.
  • Ability to adapt to a rapidly changing environment, manage tactical or strategic initiatives achieve high production and quality standards, and manage to production goals, deadlines and various metrics.
  • Intermediate MS Office suite skills. Able to navigate multiple computer systems, applications, and utilize search tools to find information and maintain professional etiquette under pressure.
  • Good analytical skills with high attention to detail and accuracy.
  • Amenable to work on the night shift / shifting schedules. Flexible to work extended hours and holidays (US & PH holidays) as needed or scheduled.
  • Willing to work in McKinley Hill, Taguig City

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.

Region

APAC