Business Technical Service Specialist 1

Sacramento, California
September 16 2020
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 when 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.

Consumer & Small Business Banking Operations (CSBBO) Contact Centers serve consumer and small business customers through various channels that include digital (online, mobile, and social) and contact centers (phone, email, and correspondence). We provide customers with convenient ways to manage their accounts how, where, and when they wish. Contact Center Operations acts as a technical and operational liaison between the contact centers and various groups that assist in solving issues affecting the contact centers, contact center groups, and individual team members. The team also monitors all aspects of system functionality to ensure a stable environment, and communicates and coordinates planned and unplanned systems outages.

CSBBO's Contact Center Operations group is currently hiring a Business Technical Service Specialist 1 to provide first level technical support for contact center team member's desktop technology and monitor and report alarms for server related applications. As a Business Technical Service Specialist 1, you will operate in a fast paced, deadline driven help desk environment where you will deliver superior service by effectively engaging with team members to resolve and escalate technical concerns over the phone and in writing.

Roles and responsibilities will include but are not limited to the following:
• Take inbound calls from CSBBO team members to provide first tier troubleshooting and issue resolution for desktop software, ID's/passwords and contact center applications.
• Support department email inbox by responding to reports of technical issues and related updates.
• Effectively multi-task to simultaneously support inbound calls, respond to emails, track reporting issues and facilitate conference calls for technical problems within established service level agreements.

Training Schedule: TBD Hours

Graveyard Shifts Available: Friday - Tuesday 9:30pm - 6am & Tuesday- Saturday 9:30pm - 6am PST

This position requires the flexibility to work additional hours to support business needs.
Schedule may be eligible for a shift differential of under the terms of the shift differential policy.

Important Notes:
• 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. If you are a Wells Fargo Team Member, in your Jobs Profile ensure that your email address is valid and updated to an address that can receive external emails outside of the banking network and is a different email address than the one you originally used when you joined Wells Fargo. Initial contact with you will be made via e-mail. Please check your e-mail regularly for updates.
• Depending on the volume of applications received, this job posting may be removed prior to the indicated close date. If you do not apply prior to the closing of this posting, we encourage you to apply for other opportunities with Wells Fargo Bank.

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

  • 1+ year of contact center experience
  • Ability to maintain professional etiquette under pressure
  • Ability to perform in a fast-paced and high pressure phone queue environment
  • Ability to troubleshoot common computer software problems
  • Exposure to Wells Fargo CIV (Customer Information View) application
  • Intermediate Microsoft Office skills
  • Knowledge and understanding of desktop and Windows server operating systems
  • Knowledge and understanding of desktop, PCs, laptops and telecommunications technology
  • Knowledge and understanding of Hogan
  • Knowledge and understanding of Information Technology customer service or help desk
  • Knowledge and understanding of Softphone
  • Strong organizational, multi-tasking, and prioritizing skills

Other Desired Qualifications
  • Ability to utilize problem solving skills to effectively research, document, resolve and respond to a variety of technical issues
  • Knowledge and understanding of technical service support

Salary Information

The salary range displayed below is based on a Full-time 40 hour a week schedule.

CA-Sacramento: Min: $32,900 Mid: $45,100

Street Address

CA-Sacramento: 2125 Butano Drive - Sacramento, CA


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.