Job description
Your Opportunity
The Client Technical Support team 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.
What you are good at
As a Client Technical Support 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
Client service experience preferred- Knowledge of PC/Mac computing environments including operating systems, peripherals, & navigating through software
- Knowledge of the Internet, ISPs, and common browsers such as Internet Explorer, Chrome, Safari, and Firefox and understanding of Apple and Android based mobile devices
- Demonstrates a technical aptitude by quickly assimilating technical concepts and new technology
- Eagerness to utilize strong troubleshooting techniques in a Call Center environment
- Enjoys working in a team environment, including sharing feedback and knowledge with peers
- Passion for service, positive attitude, enthusiasm, professionalism, and strong client focus
- Good 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
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 further.
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 here 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 applicantaccessibility@schwab.com or call 800-275-1281.
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.
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