Business Relationship Support Associate - GPL Senior Technical Support Analyst
$52,998–$78,998 year
On-siteCharlotte, North Carolina, United States
EXPIREDCharlotte, North Carolina, United StatesOn-siteFull Time$52,998–$78,998 yearSenior LevelEnterprise
Full TimeSenior LevelEnterprise
Job Summary
Provide technical support and consultation to commercial banking customers regarding e-commerce applications accessed through the Wells Fargo Vantage platform, including Payments, Reporting, and Receivables tools. Interpret, evaluate, and resolve telephone, email, and assigned inquiries concerning functional operations, hardware, and connectivity issues. Analyze moderately complex inquiries to determine appropriate resolution steps and escalate production issues or client-reported defects to management or technology teams. Monitor production issue trends, communicate defects to technology teams, and act as a liaison between customers and product management for complex technical resolutions. Create a positive client experience by delivering accurate technical information and alternatives. Position hours are Monday through Friday, 8:00 AM to 5:00 PM, with a hybrid work arrangement. This role is located in Charlotte, NC, and is not eligible for visa sponsorship.
Required Qualifications
- 6+ months of Business Relationship Support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- 4-year College Degree in a Technology Business-related field or 2-year degree in Technology related field
- Intermediate Microsoft Office (Word, Excel, and Outlook) skills
- Excellent verbal, written, and interpersonal communication skills
- Strong organizational, multi-tasking, and prioritizing skills
- Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
- Ability to work in a fast-paced deadline driven environment
- Strong telephone etiquette
- 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, such as Windows 10/11, and Mac OS
- Advanced understanding of commercial web browsers such as MS Edge, Mozilla Firefox, Google Chrome, and Safari
- Advanced understanding of smart phones and tablets, including Apple iOS and Android OS, using both native application and web-based functions
- A+, Net+ and/or Security+ certification
- CompTIA A+, Net+ and/or Security+ certification
- Bilingual (English/Spanish)
- Position hours are Monday - Friday 8:00 AM - 5:00 PM
- This position offers a hybrid work
- 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
- Location: 1525 W W T Harris Blvd - Charlotte, NC 28262
- Salary Range: $25.48 - $37.98 Hourly range
- We Value Equal Opportunity
- Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic
- 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 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
- Applicants with Disabilities To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo
- Drug and Alcohol Policy Wells Fargo maintains a drug free workplace
- Wells Fargo Recruitment and Hiring Requirements: a. Third-Party recordings are prohibited unless authorized by Wells Fargo
- Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process
Desired Qualifications
- Experience in technical support, e- commerce application support, or e-commerce development experience
- Knowledge and understanding of treasury management industry, products and services
- Direct end-user support or customer service experience
- Knowledge of Vantage applications/platforms: Wells Fargo Vantage Platform, Vantage Mobile, Autolink, Basic Banking, Cash Polling and Intercompany Loans, Desktop Deposit, Fraud Manager, Lockbox, Payments, Returned Item Services, Reverse Positive Pay, Statements and Notices, Transaction Search, Treasury Information Reporting, Virtual Lockbox, Lockbox Online Decision, Wires
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