Business Relationship Support Specialist - Technical & Production Support

About this role:

Wells Fargo is seeking a customer-focused Business Relationship Support Specialist to provide technical and production support for merchant services customers and related payment processing applications. Learn more about the career areas and business divisions at wellsfargojobs.com.

Wells Fargo Merchant services are financial solutions that help businesses accept and process payments. Wells Fargo provides a complete suite of tools, including hardware and software to accept payments in person, online, or by phone. Plus, our solutions help you manage operations and uncover opportunities to grow your business.

In this role, you will help customers and internal partners resolve application, connectivity, access, reporting, file upload and transaction-related issues while delivering a professional and consistent support experience. The Ebill Technical Support team provides support and consultation to commercial end-users or billers related to the  use of various e-commerce applications to manage receivables, initiate payment transactions, and produce reporting.  This contact center team provides product support to internal partners including, customer service, sales consultants, relationship managers, product management, technology operations, as well as directly to our external customers, the application end-users, and their respective IT personnel.

In this role, you will:

• Provide intermediate to advanced level of technical support and consultation to merchant billers/customers and internal servicing agents for payment processing products and applications. 

• Support customer inquiries/requests through phone, email, and ticketing channels with clear communication, timely follow-up, and accurate resolution steps.

• Interpret, troubleshoot, research, evaluate and resolve common issues related to but not limited to web portal/online platforms, transactional inconsistencies, transaction reporting, biller file and/or account receivable file uploads, user access/navigation, connectivity, and related cloud-based software.

• Document incidents, service requests, troubleshooting steps, customer updates, resolutions, and escalation details in the case management system.

• Escalate complex, high-impact, or higher-risk issues to team lead, management, applicable technology partners, Product team, or Incident Management as needed.

• Monitor recurring issues, customer-reported defects, and production trends; share clear impact details and recommended next steps with the appropriate teams.

• Act as a liaison between merchant customers, internal servicing teams, product management, and technology teams to support timely and satisfactory issue resolution.

• Use resources and standard procedures for consistency, reduce repeat issues, speed-up resolution, and support accurate execution of workflow requirements.

• Use strong customer service skills with the ability to create a positive experience for customers and internal partners.

• Explain technical information in simple, practical terms for both technical and non-technical users.

• Exercise sound judgment and problem- solving skills across applications, web platforms, operating systems, connectivity, user access and supported software.

• Have clear written and verbal communication, including strong inter-personal skills, telephone etiquette and accurate ticket documentation.

• Manage daily workflow through strong organization, prioritization, and follow-through in a fast-paced, resolution-driven support environment.

• Collaborate effectively with other team members and partners across the organization, and adapt to changes in processes, tools and business needs.

Required Qualifications

• 2+ years of Business Relationship Support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications

• Experience supporting merchant services, treasury management, commercial, e-commerce customers and related payment processing applications.

• Knowledge of payment platforms or products/applications such as BillerIQ, Cybersource, Payments, Fraud Manager, Transaction Search, or similar systems.

• Experience with Microsoft 365, CRM tools, ticketing or case management systems, or service management platforms.

• Experience in a contact center environment providing customer-facing technical support, application support, help desk support, or troubleshooting assistance.

• Ability to manage support caseload, prioritize requests, document work accurately, and follow through to resolution or escalation.

• Understanding of computer networking, including but not limited to: local area networks (LAN), wide area networks (WAN), application programming interface (API), Safe Transmission/secure data software, 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, Windows 10, and MacOS.

• Advanced understanding of settings in web browsers such as Microsoft Edge, Mozilla Firefox, Google Chrome, and Safari.

• Advanced understanding of smartphones and tablets, including Apple iOS and Android OS, using both native application and web-based functions.

• Intermediate Microsoft Office (Word, Excel, and Outlook) skills

• Knowledge and understanding of merchant services and/or treasury management industry products and services

• Excellent verbal, written, and interpersonal communications skills.

• Proven success in problem analysis and resolution with strong attention to detail and accuracy.

• Strong organizational skills; ability to multi-task and work in a resolution driven environment.

• 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

• Associate degree, bachelor’s degree, technical coursework, technology certification, or equivalent hands-on experience in technology, business, or a related field.

• CompTIA A+ certification.

• Microsoft Technology Associate (MTA).

• (Windows Operating System Fundamentals).

• (Networking Fundamentals).

• Microsoft Certified Solutions Expert (MCSE).

• CompTIA Network+.

• Apple Certified iOS Technician (ACiT).

• Apple Certified Mac Technician (ACMT).

Job Expectations

• Position will require onsite presence at one of the required locations listed below in a hybrid work schedule.

• Work Schedule: Tempe, AZ hours 6am-3pm PST Monday-Friday & Charlotte, NC hours 8am-5pm EST Monday-Friday.

• Flexibility to support global teams across time zones.

• This position is not eligible for Visa sponsorship.

• Relocation assistance not available for this position.

Posting Locations:

• 1150 W Washington Street, Tempe, Arizona 85288

• 1525 West WT Harris Bloulevard, Charlotte, North Carolina 28262

​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. Information will be shared about expectations during the recruitment process.

Posting End Date: 

*Job posting may come down early due to volume of applicants.

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.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.