What are the responsibilities and job description for the Client Technical Support Associate position at Charles Schwab Inc.?
Your Opportunity
At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together.
The CS&S Client Technical Support Associate responds to tier II escalated technical inquiries from internal and external clients regarding online access and navigation of website, systems and accounts. Our goal is to support the one call resolution, while still providing a means for further escalation if necessary. Additionally, we provide Client Support and Protection typically related to online access attempts via our electronic channels. We strive to execute the balance of being productive and efficient, while delivering exceptional client service.
What you have
Required
- Minimum of one-year prior client service experience.
- Shift Flexibility: There are various schedules of weekdays, and early evenings shifts.
- Proven experience utilizing strong troubleshooting techniques, de-escalating, and problem solving, ideally in a Call Center environment.
- Excellent interpersonal skills, including proven listening skills, and the ability to effectively communicate technical trouble shooting steps in a detailed, well-organized manner over the phone.
- Demonstrates a technical aptitude by quickly assimilating technical concepts and new technology.
- Excellent knowledge of common browsers such as Edge, Chrome, Safari and Firefox and a high-level understanding of Apple and Android based mobile devices.
- Extensive knowledge of PC/Mac computing environments including operating systems, peripherals, & navigating through complex software.
- Experience working in a team environment, including sharing feedback and knowledge with peers.
- Passion for service, positive attitude, enthusiasm, professionalism, and strong client focus
- Promotes and embraces positive client interactions, as well as personal, team, and company improvement.
- Efficient in utilizing many diverse resources and computer screens simultaneously while delivering exceptional service over the phone.
- Adept at anticipating and adapting to changing job needs with exceptional results.
- Effective critical thinking through probing questions to identify solutions in unique situations, while demonstrating sound business judgement.
Preferred
- 2 years of prior client service experience.
- 1 year or more of Financial Services industry experience.
- Excellent technical knowledge of the Internet, Networking, Wi-Fi, and ISP’s.
In addition to the salary range, this role is also eligible for bonus or incentive opportunities.
