Job Id: 20210502006
Company: Wells Fargo
Job Role: Tech Operations Analyst
Experience: 3+ Years
Job Location: Hyderabad
Salary: Best in Industry
Vacancies: Not Mentioned
Job Description Wells Fargo Interviews in Hyderabad for Tech Operations Analyst in May 2021:
About the Role
This role requires the team member to follow established guidelines, responds to inquiries through various methods of contacts, processing or request procedures, systems status and network connectivity.
Documents issues and may resolve basic problems regarding
Records inquiries, and repair / service requests.
Resolves or directs request to appropriate technical area or vendor.
Tracks status and follows up to ensure client satisfaction.
Escalates to or consults with next level support when solution is unclear.
Reports problems with procedures and suggests improvements.
Completes classroom and on-the-job training to handle entry-level technical support contacts (e.g. password resets, pass-through support) from a single queue.
After demonstrating proficiency on entry level technical support contacts, begins additional training on a core line of business while continuing taking entry-level technical support contacts.
May begin training on an additional line of business (hardware and applications)
Demonstrates proficient handling of assigned technical support contacts.
Actively keeps informed and applies knowledge appropriately. This may include reading emails, use of knowledge base, and training as assigned.
Adheres to all risk and confidentiality requirements of the corporation, being fully aware of potential negative impact to TC and the corporation, reporting any deviations from those requirements.
Knows when to seek help and from where and whom.
Proactively seeks information to learn about TC and interactions with other areas.
Demonstrates the necessary understanding of the computer systems and processes needed to perform work.
Demonstrates a willingness to adapt to new technology.
Learns how to use new technology to service the customer.
Understands department processes and escalation procedures.
Utilizes all approved resources available to provide timely and accurate resolutions to customer issues, including escalating appropriately
3-year degree or equivalent combination of education and work experience
4 year degree preferred
2 years technical support or directly related experience working in a similar technical environment
1-3 years of Technical/Desktop Support experience within a busy, high volume call environment
Proven track record in a desktop technical support environment
Strong communication skills; Excellent English (Written and spoken)
Strong customer service, analytical, and problem resolution skills.
Is understanding of and sympathetic to client requirements
Enterprises Mobility implementation and troubleshooting (iPhone, iPad’s and Blackberry devices)
Basic understanding of Virtual Desktop
Experience performing remote support
2 year degree preferred