22 days old
2017-11-182017-12-18

Technical Service Specialist 1

Fredericksburg, TX 78624
  • Job Code
    5370789-9
Job Description

This position provides 1st level Helpdesk support for managed platforms in a dynamic support center environment. Part of the work performed in the support center environment includes communicating with customers through inbound and outbound calls tracked through an automated phone system and via TC Chat. Agents utilize specified systems and diagnostic tools to resolve workstation related issues.

This position also provides appropriate call transfers and referrals and helps with checking status on orders and tickets.

Analysts are held to phone quality objectives to ensure customer service and management objectives are met consistently.

This position provides world class customer service experiences and takes a proactive stance working with other TC partners to seek timely solutions for the customer.

This position has a non-standard shift to assist our customers after normal business hours. Shift will be 5:30 p.m. to 2:30 a.m. U.S. Central time, Monday through Friday. Shift may be subject to change as business needs change.



Required Qualifications

  • 1+ year of call center experience
  • 2+ years of customer service experience
  • 6+ months of information technology experience, technical customer service experience, or a combination of both



Desired Qualifications

  • An AA/AS degree or higher in information technology
  • Ability to effectively listen and elicit information
  • Strong analytical skills and ability to solve complex technical problems
  • Excellent verbal, written, and interpersonal communication skills
  • Knowledge and understanding of technical service support



Other Desired Qualifications
  • Basic knowledge and understanding of LAN, WAN, desktop, software, and peripheral troubleshooting support
  • Basic knowledge and understanding of the Windows operating system
  • Intermediate Microsoft Office skills
  • Excellent Customer Service, verbal and written communication, technical documentation, and problem solving skills
  • 2-3+ years technical support experience in a similar support center technical environment
  • Proficient with the remote support of Windows 7, Windows 10, and Microsoft Products
  • Demonstrated knowledge of LAN/WAN, desktop, software, and peripheral trouble shooting support
  • Strong PC skills (software and hardware)
  • Demonstrated ability to multi-task and prioritize appropriately
  • Working knowledge of PAC2000 or equivalent workflow management tool
  • Understanding of the WFDC Platform and Retail environment
  • Understanding of SCCM and patching technologies
  • Ability to document technical processes in formal communication for distribution
  • Experience with using knowledgebases at work to find technical solutions


Job Expectations

  • Flexibility to work in a 24/7 environment, including weekends and holidays



Street Address

MN-Minneapolis: 255 2nd Ave S - Minneapolis, MN
IA-West Des Moines: 7001 Westown Pkwy - West Des Moines, IA
AZ-Chandler: 2600 S Price Rd - Chandler, AZ
NC-Charlotte: 1525 W Wt Harris Blvd - Charlotte, NC
TX-San Antonio: 4101 Wiseman Blvd - San Antonio, TX
NC-Winston Salem: 809 W 4 1/2 St - Winston Salem, NC
VA-Glen Allen: 4340 Innslake Dr - Glen Allen, VA
MO-Saint Louis: 1 N Jefferson Ave - Saint Louis, MO
MT-Billings: 2324 Overland Avenue - Billings, MT



Disclaimer


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.

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Technical Service Specialist 1

Wells Fargo
Fredericksburg, TX 78624

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Technical Service Specialist 1

Wells Fargo
Fredericksburg, TX
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