Position Type: Regular
Your opportunity
The CS&S Client Technical Support Associate responds to tier II 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 provide Client Support and Protection 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 have
- Minimum of one-year prior client service experience required. 2+ years of prior client service experience preferred.
- 1 year or more of Financial Services industry experience preferred.
- 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.
- There are various schedules of weekdays, and early evenings.
- Excellent knowledge of PC/Mac computing environments including operating systems, peripherals, & navigating through complex 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
- Experience working in a team environment, including sharing feedback and knowledge with peers
- Passion for service, positive attitude, enthusiasm, professionalism, and strong client focus
- 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
- Being efficient in utilizing many diverse resources and computer screens simultaneously while delivering exceptional service over the phone.
- Effective critical thinking and problem solving through probing question to identify solutions in unique situations, while demonstrating sound business judgement.
In addition to the salary range, this role is also eligible for bonus or incentive opportunities.
NOTE: This position is NOT available for 100% remote work.
What's in it for you
At Schwab, we're committed to empowering our employees' personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you'll get the tools you need to make a positive difference in the finance industry. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.
We offer a competitive benefits package that takes care of the whole you - both today and in the future:
- 401(k) with company match and Employee stock purchase plan
- Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions
- Paid parental leave and family building benefits
- Tuition reimbursement
- Health, dental, and vision insurance
