Business Tech Service Spec 1

Company: Wells Fargo
Location: Chandler
Posted on: January 16, 2020

Job Description:

Job Description Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as "Personal Cell" or "Cellular" in the contact information of your application. At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. The Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Our guiding principles are to start with the customer, move faster, and partner effectively. This requisition is to fill the role of an ATM Support Group technical service specialist. This position is responsible for responding to telephone inquiries, monitoring the ATM Network and troubleshooting ATM and Teller Cash Dispenser faults following established guidelines. Candidate must have the ability to multi-task in a fast-paced environment. Agents are accountable for documenting inquiries, repair requests, and resolving or directing requests to the appropriate area or vendor. Agents are expected to escalate to senior staff when solution is unclear, report problems with procedures and identify process improvements. Responsibilities: Process all incoming telephone requests from stores, vendors, and internal business partners to resolve hardware, software and communication issues Monitor production queue for 13,000 ATM Network to ensure dispatches are resolved within SLA guidelines and escalations are handled timely Troubleshoot device faults and trend chronic issues to minimize impacts to network availability Must be able to provide telephone support for 10-15 calls per hour Must be able to work 15-20 dispatches per hour Schedule: Tuesday through Saturday 14:00-23:00 (2:00pm - 11:00pm) Weekend and holiday work may be required Required Qualifications 6 months of information technology experience, technical customer service experience, or a combination of both demonstrated through work or military experience Desired Qualifications Excellent verbal, written, and interpersonal communication skills Call center experience 1 year of customer service experience Ability to manage multiple and competing priorities Good analytical skills with high attention to detail and accuracy Intermediate Microsoft Office skills Strong research and documentation skills Solid problem solving skills Experience meeting high production and quality standards Other Desired Qualifications Strong customer service skills Street Address AZ-Chandler: 2700 S Price Rd - Chandler, AZ Disclaimer All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act. Relevant military experience is considered for veterans and transitioning service men and women. Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

Keywords: Wells Fargo, Chandler , Business Tech Service Spec 1, Other , Chandler, Arizona