Client Services & Support Technical Help Desk Associate
Company: Charles Schwab
Location: Hometown
Posted on: May 16, 2022
Job Description:
Position Type: Regular
Your Opportunity
The Client Service & Support Help Desk responds to 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 support
identity theft and fraud prevention 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. Workplace Flexibility Program: We're
proud to support our employees in a working approach that allows
you to bring your best self to work whether that s in the office or
remote.
- Most Schwabbies have the opportunity to voluntarily work in the
office or at home based on their preference*
- When the firm is ready to fully return to the office, employees
will have the flexibility of a hybrid work environment, spending
some time working remote and some time in the office.
- Employees and managers can discuss and decide what works best
for them, with additional flexibility available based on their
role, business needs, and individual circumstances.*Subject to
change as Schwab is continually evaluating the current environment
in order to best care for the safety and well-being of our
employees.What you are good at
As a Help Desk Associate you will have the opportunity to:
- Through phone based interactions you will gather information
through effective probing and listening skills to provide viable
solutions and/or alternatives in resolving escalated technical and
identity theft client issues.
- Quickly assimilate technical concepts and new technology using
available tools and resources to troubleshoot and interpret data to
solve client needs.
- This position is highly focused on prompt and accurate
responses and escalation resolution, while actively navigating
internal departments to ensure seamless resolution for all client
issues.
- Ensure client requests are completed within required time
frames that align to client satisfaction goals.
- Recognize challenging conversations and demonstrate positive
language to resolve client needs.
- Bring a passion for service, positivity, enthusiasm,
professionalism, a strong client focus, and creatively to your role
every day.What you have
- 1 year or more of Financial Services industry experience
preferred. Minimum of one year prior client service experience
required.
- There are various schedules of weekdays, weekends and early
evenings.
- Excellent knowledge of PC/Mac computing environments including
operating systems, peripherals, & navigating through software
- Excellent knowledge of the Internet, ISP s and common browsers
such as Internet Explorer, Chrome, Safari and Firefox and a high
level understanding of Apple and Android based mobile devices
- Demonstrates a technical aptitude by quickly assimilating
technical concepts and new technology
- Proven experience utilizing strong troubleshooting techniques,
ideally in a Call Center environment
- Experience working in a team environment, including sharing
feedback and knowledge with peers
- Passion for service, positive attitude, enthusiasm,
professionalism, and strong client focus
- Excellent interpersonal skills, including proven listening
skills and the ability to communicate in a clear, well organized
manner over the phone
- Adept at anticipating and adapting to changing job needs with
exceptional results
- Promotes and embraces positive client interactions, as well as
personal, team, and company improvement We offer a competitive pay
and bonus package. Starting compensation for this location begins
at $45,100*, plus an annual bonus opportunity of 10% of your base
pay and other eligible earnings. Employees are eligible for a pay
increase that aligns with the Charles Schwab licensed salary
structure in the event that they become licensed under the
self-study program for FINRA licensing. Flexibility Customer
Service Troubleshooting Technology Finance Mac Apple Why work for
us?Own Your Tomorrow embodies everything we do! We are committed to
helping our employees ignite their potential and achieve their
dreams. Our employees get to play a central role in reinventing a
multi-trillion-dollar industry, creating a better, more modern way
to build and manage wealth.Benefits: A competitive and flexible
package designed to empower you for today and tomorrow. We offer a
competitive and flexible package designed to help you make the most
of your life at work and at home today and in the future. Explore
.Schwab is committed to building a diverse and inclusive workplace
where everyone feels valued. As an Equal Opportunity Employer, our
policy is to provide equal employment opportunities to all
employees and applicants without regard to any status that is
protected by law. Please click to see the policy. Schwab is an
affirmative action employer, focused on advancing women, racial and
ethnic minorities, veterans, and individuals with disabilities in
the workplace. If you have a disability and require reasonable
accommodations in the application process, contact Human Resources
at or call .TD Ameritrade, a subsidiary of Charles Schwab, is an
Equal Opportunity Employer. At TD Ameritrade we believe People
Matter. We value diversity and believe that it goes beyond all
protected classes, thoughts, ideas, and perspectives.
Keywords: Charles Schwab, Chicago , Client Services & Support Technical Help Desk Associate, IT / Software / Systems , Hometown, Illinois
Didn't find what you're looking for? Search again!
Loading more jobs...