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