Technical Support Manager, Wells Fargo

Wells Fargo

Location:
Philippines, Taguig City

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

Technical Support Manager for Technical Services and Project Management under Global Payments and Liquidity. Responsible for responding to inquiries and issues from customers on complex financial products and services through various channels. Answers inquiries, resolves problems, and provides best-in-class customer experience while adhering to work guidelines, policies, and regulations.

Job Responsibility:

Manage and develop a team of Customer Service Representatives
Identify and recommend products for customer service and productivity standards
Make decisions and resolve issues regarding escalated customer inquiries
Interpret and develop standards and goals for customer service
Collaborate with management and internal partners to ensure customer satisfaction
Interact directly with external customers
Manage allocation of people and financial resources
Mentor and guide talent development of direct reports
Assist in hiring talent
Manage a team of CSRs providing technical systems support to Treasury Management clients
Serve as first point of client contact for technical questions and issues
Use various applications to troubleshoot and restore customer product functionality
Act as liaison between client and internal parties

Requirements:

4+ years of Customer Service, Financial Services or Contact Center experience
2+ years of leadership experience
Associate or Bachelor's degree holder in any IT-related course
Understanding of computer networking (LAN, WAN, ISP, IP, Security Policies, Firewalls, Web Proxy/Content Filtering)
Advanced understanding of end-user Operating Systems (Windows 7-10, Mac OS)
Advanced understanding of commercial web browsers (MS Internet Explorer, Mozilla Firefox, Google Chrome, Safari)
Advanced understanding of smartphones and tablets (Apple iOS, Android OS)
Excellent verbal, written, and interpersonal communications skills
Experience in IT Support, Customer Service, Financial Services or Contact Center
More than two (2) years of experience in IT Technical Support, E-Commerce Application Support, or E-Commerce Development
More than one (1) year of direct end-user support or customer service experience
With people management experience

Nice to have:

Associate or Bachelor's degree holder in any IT-related course
More than two (2) years of experience in IT Technical Support, E-Commerce Application Support, or E-Commerce Development
More than one (1) year of direct end-user support or customer service experience

Additional Information:

Job Posted:
October 08, 2025

Expiration:
November 05, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Technical Support Manager