What are the responsibilities and job description for the Specialty Software Engineer 3 - Contingent position at wellsfargo?
Title: Specialty Software Engineer
Location: Charlotte, NC
Duration: 12 months
Work Engagement: W2
Work Schedule: Hybrid 3 days in office/2 days remote
Benefits on offer for this contract position: Health Insurance, Life insurance, 401K and Voluntary Benefits
Summary:
In this contingent resource assignment, you may: Consult on or participate in moderately complex initiatives and deliverables within Specialty Software Engineering and contribute to large-scale planning related to Specialty Software Engineering deliverables. Review and analyze moderately complex Specialty Software Engineering challenges that require an in-depth evaluation of variable factors. Contribute to the resolution of moderately complex issues and consult with others to meet Specialty Software Engineering deliverables while leveraging solid understanding of the function, policies, procedures, and compliance requirements. Collaborate with client personnel in Specialty Software Engineering. Required Qualifications: Specialty Software Engineering experience, or equivalent demonstrated through one or a combination of the following: work or consulting experience, training, military experience, education.
Key Responsibilities:
Serve as First Point of Contact
Act as the primary contact for users seeking technical assistance.
Provide initial assessments of issues and deliver basic support to resolve common technical problems.
Log and Track Support Requests
Receive, document, and track support incidents via phone, email, chat, and ticketing systems.
Ensure all tickets include accurate details, categorization, and priority levels.
Perform Basic Troubleshooting
Resolve routine technical issues such as password resets, software installations, and basic configuration requests.
Walk users through troubleshooting steps in a clear and user-friendly manner.
Utilize Knowledge Base Resources
Reference existing knowledge base articles and documentation to quickly diagnose and resolve user issues.
Identify gaps in documentation and recommend updates when needed.
Escalate Issues to Higher-Level Support
Determine when an issue requires advanced expertise and escalate it to Level 2 support.
Provide all relevant information to ensure smooth handoff and efficient resolution.
Communicate Effectively with Users
Maintain professional, timely, and clear communication with end users throughout the support process.
Update users on ticket status and ensure their concerns are fully addressed.
Key Requirements:
Applicants must be authorized to work for ANY employer in the U.S. This position is not eligible for visa sponsorship.
Education & Experience
High school diploma or equivalent required; associate degree or IT-related coursework preferred.
experience in technical support, help desk, or customer service environment.
Technical Skills
Basic understanding of Windows operating systems, common software applications, and system configurations.
Familiarity with ticketing systems
Ability to perform routine tasks such as password resets, user account management, and software installations.
Knowledge of network fundamentals (Wi-Fi, VPN, connectivity basics) is a plus.
Experience using knowledge base articles to guide troubleshooting.
Soft Skills
Strong communication skills, both written and verbal, with the ability to explain technical issues in user-friendly terms.
Excellent customer service orientation with a calm, patient, and helpful demeanor.
Strong problem‑solving abilities, with attention to detail and accuracy when documenting issues.
Ability to manage multiple tasks and prioritize in a fast‑paced environment.