The Client Service & Support Help Desk 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.
Workplace Flexibility Program: We're proud to support our employees in a working approach that allows you to bring your best self to work - whether that's in the office or remote.
Most Schwabbies have the opportunity to voluntarily work in the office or at home based on their preference*
When the firm is ready to fully return to the office, employees will have the flexibility of a hybrid work environment, spending some time working remote and some time in the office.
Employees and managers can discuss and decide what works best for them, with additional flexibility available based on their role, business needs, and individual circumstances.
Subject to change as Schwab is continually evaluating the current environment in order to best care for the safety and well-being of our employees.
What you are good at
As a Help Desk 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
1 year or more of Financial Services industry experience preferred. Minimum of one year prior client service experience required.
There are various schedules of weekdays, weekends and early evenings.
Excellent knowledge of PC/Mac computing environments including operating systems, peripherals, & navigating through 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
Proven experience utilizing strong troubleshooting techniques, ideally in a Call Center environment
Experience working in a team environment, including sharing feedback and knowledge with peers
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 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
Flexibility Customer Service Troubleshooting Technology Finance Mac Apple
Charles Schwab Corporation