Technical Service Specialist 4

Company Name:
Wells Fargo
This position assists the CSC (Customer Service Center) Manager, leads, plans, directs, and evaluates workflow and performance of a group of technicians that supports and/or trains internal and external customers to RCIS. Works on problems of moderate to diverse scope where analysis of situation require review of identifiable factors; recommends solutions to solve issues that are technical / software usage in nature; responsible for the achievement of company goals through superior customer support and training of software products. Frequently interacts with outside customers and functional peer groups at management levels; may supervise non-exempt / exempt staff. Coordinates with manager to develop and implement staffing schedules supporting operational needs. Conducts call pattern-forecasting activities. Responds to moderate to high-level customer technical problems which may require to be available via cell phone to handle off-hours for high priority customer situations. Provides coaching, counseling and feedback regarding the performance of staff members.
Acts as lead by providing technical support, guidance, and training to less experienced Technical Service Specialists.
May direct workflow of department or group.
Ensures workloads are evenly distributed among team members.
Communicates with CSC Dept manager and provides input on Team Member's performance and training needs.
Responds to complex problems pertaining to all supported applications, hardware and software products.
Evaluate Quality Assurance on calls received by the department on a monthly basis.
Provides technical guidance and consults with vendors and other systems support units to identify and resolve complex problems affecting clients.
Alerts clients and team members when a major problem is suspected. Documents and tracks status of client inquiries, coordinates appropriate response, and follows up to ensure client satisfaction.
Ensure proper metrics are captured and reported on a regular basis and used to recommend workload changes and new process to CSC Dept Manager.
Participates in the analysis of client-identified issues or problems that may require changes to department procedures, standards, or systems.
May evaluate effectiveness of new utilities and tools.
Works on projects as required
Basic Qualifications: 5+ years technical service support experience.
Minimum Qualifications:
5+ years experience with Windows based operating systems.
3 to 5 years experience in advanced technical support roles.
2 to 3 years experience in Information Technology support or systems development.
1 to 2 years in a Team Leader or supervisory experience in a technical support environment.
Customer support experience in a 100% technical-based, metrics-driven Call Center environment.
Proven experience with the following tools / plataforms:
HEAT call logging and tracking system
Avaya One-X Communicator
Avaya CMS suite
Microsoft SharePoint
Ability to travel (up to 10%).
Preferred Skills:
Experience supporting end users of Citrix-based applications. Experience supporting mobile devices and related OS (Android, iOS).
Ability to work with others to resolve complex customer issues.
Ability to perform moderate to complex problem analysis in a PC system environment.
Very strong Customer Service skills.
In depth knowledge or the RCIS Customer Service Center process and procedures.
How to Express Interest in This Job: Wells Fargo invites you to apply for this job at .
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
Job Posting Title: Technical Service Specialist 4
Requisition Number: 5050648
Executive Org Description:
Schedule Type: Regular
Scheduled Hours: 40
State: MN
City: Anoka
Zip Code: 55303
Job Contact Company: Wells Fargo
UniqueIdentifier: 5050648MNANOKA55303

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