Client Service & Support Help Desk Associate
Company: Charles Schwab
Location: Sun City West
Posted on: November 19, 2021
Position Type: Regular Your Opportunity
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, through the remainder
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
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
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
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
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
Promotes and embraces positive client interactions, as well as
personal, team, and company improvement
Flexibility Customer Service Troubleshooting Technology Finance Mac
Why work for us? Own Your Tomorrow embodies everything we do! We
are committed to helping our employees ignite their potential and
achieve their dreams. Our employees get to play a central role in
reinventing a multi-trillion-dollar industry, creating a better,
more modern way to build and manage wealth.
Benefits: A competitive and flexible package designed to empower
you for today and tomorrow. We offer a competitive and flexible
package designed to help you make the most of your life at work and
at home -today and in the future. Explore further .
Schwab is committed to building a diverse and inclusive workplace
where everyone feels valued. As an Equal Opportunity Employer, our
policy is to provide equal employment opportunities to all
employees and applicants without regard to any status that is
protected by law. Please click here to see the policy.
Schwab is an affirmative action employer, focused on advancing
women, racial and ethnic minorities, veterans, and individuals with
disabilities in the workplace. If you have a disability and require
reasonable accommodations in the application process, contact Human
Resources at firstname.lastname@example.org or call 800-275-1281
TD Ameritrade, a subsidiary of Charles Schwab, is an Equal
Opportunity Employer. At TD Ameritrade we believe People Matter. We
value diversity and believe that it goes beyond all protected
classes, thoughts, ideas, and perspectives.
Keywords: Charles Schwab, Sun City West , Client Service & Support Help Desk Associate, Other , Sun City West, Arizona
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