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  • Technical Support Representative

Technical Support Representative

  • 10 Aug 2011 9:35 AM
    Message # 673248
    Anonymous
     

    Organization Objective/Purpose:

    Client Service & Support (CS&S) is the primary service and trading arm for Schwab Investor Services.  CS&S provides service to our retail clients to fulfill our purpose of helping everyone become financially fit.  We inspire client loyalty by providing guidance and solutions to fulfill client needs and have a focus on employee development and collaboration.

    Role Description:

    Charles Schwab was recently recognized by Fortune Magazine as their #5 most innovative company in the world.  Those innovations have lead to multiple technology offerings for our clients to better manage their finances and improve their online trading or banking experience.  The Technical Support Services (TSS) Representative provides world class technical support as it relates to escalated technical inquiries from internal and external clients of Charles Schwab. Our team members are key to ensuring our clients have an exceptional client experience.

    Our extensive training program will provide our team members the ability to help fulfill our purpose of “helping everyone be financially fit” by troubleshooting advanced usage, connectivity and navigational issues with Schwab electronic offerings such as Streetsmart Pro, Streetsmart Edge, Schwab.com, Mobile Trading (iOS and Android platforms), and the automated phone service such as Schwab by Phone and TeleBroker. We also support Open Financial Exchange technology downloads into third party software applications such as Quicken and TurboTax. 

    Responsibilities:

    • Configure software and optimize client's computers to improve the customer experience using our products.
    • Identify trends in client issues and make decisions on how to escalate.
    • Troubleshoot connectivity issues, perform browser maintenance and be a problem solver.
    • Maintain security in a highly regulated environment. 
    • Support client usage of Schwab proprietary trading and research platforms.
    • Converse with clientele in attempts to uncover additional needs and provide Help & Guidance with our products.
    • Engage a customer first attitude where resolution is essential and the client experience is paramount.

    Technical/Functional Qualifications:

    • Solid knowledge of PC/Mac computing environments including operating systems, peripherals, & navigating through software.
    • Solid knowledge of the Internet, ISP’s and common browsers such as Internet Explorer, Safari and Firefox.
    • Demonstrates a technical aptitude by quickly assimilating technical concepts and new technology.
    • Strong verbal communication skills and experience providing client service via the telephone.
    • Typically, greater then 1 year’s customer service experience troubleshooting technical problems for internal and external clients. Ideally in a call center environment.
    • 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.

    Interested candidates should apply online at

    http://jobsearch.schwab.com/viewjob.html?erjob=206238&eresc=AustinContactCenter

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