Specialist, CS&S Client Technical Support - Multichannel

Your Opportunity

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together. 

We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified locations.

The Client Technical Support team 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 world class client service.

As a Client Technical Support Multichannel Specialist, you will have the opportunity to:

• Support internal business partners and external clients through multiple channels such as chat and phone. *
• Perform phone and chat-based interactions to 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 complicated conversations by taking ownership and utilizing positive language to resolve client needs.
• Bring a passion for service, positivity, enthusiasm, professionalism, a strong client focus, and creativity to your role every day.
• Support business needs as required through upskilling and cross-training.

*Time spent in chat or phone channel to be determined by the needs of the business and client engagement.

What you have

To ensure that we fulfill our promise of "challenging the status quo," this role has specific qualifications that successful candidates should have.

Required Qualifications:

• 1 year or more of experience with Schwab and 6 months of specialty team/chat experience required.
• Minimum of one-year prior client service experience required.
• Current or prior experience with Client Technical Support
• 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, Microsoft Edge, Chrome, Safari and Firefox and a solid 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.
• Strong written communication skills including email and chat with internal and external clients, along with strong verbal communications with clients on phone calls.

Preferred Qualifications:

• Excellent interpersonal skills, including proven listening skills and the ability to communicate in a clear, well-organized manner over the phone or through internal chat.
• 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.
• There are various schedules of weekdays, weekends and early evenings. *

*Internal chat is currently staffed M-F only.

In addition to the salary range, this role is also eligible for bonus or incentive opportunities.