Technology Operations Associate

7 days ago

Telangana, India Wells Fargo Full time

Job Description
- **About Wells Fargo**

**Wells Fargo Stories**

**About EGS (Wells Fargo India Solutions)**

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.
- Documents issues and may resolve basic problems regarding
- 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**
- 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.
- Demonstrates proficient handling of assigned technical support contacts.
- 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

**We Value Diversity**

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.

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