Associate, Client Technical Support

Charles Schwab is a leading financial services company that empowers its employees to make an impact on their careers. They are seeking a Client Technical Support Associate to respond to tier II escalated technical inquiries from clients regarding online access and navigation of their systems and accounts, while delivering exceptional client service.

Responsibilities

• Responds to tier II escalated technical inquiries from internal and external clients regarding online access and navigation of website, systems and accounts
• Supports the one call resolution, while still providing a means for further escalation if necessary
• Provides Client Support and Protection typically related to online access attempts via electronic channels
• Strives to execute the balance of being productive and efficient, while delivering exceptional client service

Skills

• 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
• 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

Benefits

• Bonus or incentive opportunities

Company Overview

Company H1B Sponsorship