Job Description

About this role:

Wells Fargo is seeking a Technology Business Services Assistant in the ATM Support Group as part of Consumer and Small Business Banking Operations. The agent provides phone assistance to vendors and branch employees related to ATM and Teller Cash Recyclers. This entails troubleshooting software, hardware, and network communication faults. Agents will be responsible for monitoring the ATM network, and documenting inquiries and status updates, while adhering to work guidelines, policies, and regulations. Candidates must have the ability to multi-task in a fast-paced call center environment while utilizing problem solving skills to address moderately complex concerns. Agents are expected to escalate issues to leads or management when a solution is unclear or when identifying a potential process improvement. Learn more about the career areas and lines of business at wellsfargojobs.com .

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In this role, you will:

• Support the technology team in providing solutions to the internal partners and external customers for moderately complex technical concerns in their respective functional area
• Be responsible for recording inquiries, as well as repair and service requests
• Track service request status and follow up with the client to ensure client satisfaction
• Perform moderately complex operational and customer support tasks related to technological issues
• Receive direction from supervisor and escalate questions and issues to more experienced individuals
• Interact with immediate team and Technology Business Services functional area on information related to routine tasks and client inquiries
• Interact with internal and external customers regarding any technical issues in their processes and resolution provided

Required Qualifications, US:

• 2+ years of Information Technology in support of Business Services experience, or equivalent demonstrated through one or a combination of the following work experience, training, military experience, education

Desired Qualifications:

• Ability to provide strong technical analysis and troubleshooting information to vendors and internal partners clearly to resolve complex ATM issues
• Ability to pull data from multiple data sources and partners to identify technical "root cause" and escalate to management or vendor partners
• Ability to provide complex Technical Support to our Branch Banking Partners
• Basic technical knowledge in networking, computer hardware, computer systems, computer interfaces (Firmware) including but not limited to switches, routers and machine hardware
• Experience with ASVS, CPG, SES, NMC, cash handling, cash transportation, and dispatch is a strong bonus but not necessary
• Ability to read and process complex technical manuals
• Excellent verbal, written, and interpersonal skills
• Advanced knowledge of Microsoft Office Suite
• Ability to interact with integrity and a high level of professionalism with all levels of vendors, team members, and management
• Ability to multi-task in a fast-paced technical vendor dispatch environment

Job Expectations:

Training:

• Training Schedule is Mon - Thursday 11:00 am to 9:30 pm, for first 90 days. After which a permanent schedule will be provided based on business need and individual skills.

Schedules:

• 24/7/365 ATM Technical Support, Vendor Dispatch, and Incident Resolution Team
• Flexible scheduling (4 x10 or 5 x 8 work schedules available)
• Must be willing to work at least one weekend day a week
• Must be willing to work 1st or 2nd shift hours
• Must have flexibility to work mandatory overtime with less than 12 hours' notice

Location: 1525 W W T Harris Blvd., CHARLOTTE, NC 28262

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

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.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.