Sr Specialist, Technical Client Service

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 location. 

The APS Triage Team supports client-facing teams across Advisor Services with SAC technology issues and escalations. As a Senior Specialist, you will adapt quickly to changing business needs, manage competing priorities, and focus on delivering timely solutions that minimize client impact and support a positive client experience.

As a Team Support Resource (TSR), you will work with the APST team to support Advisor Platform Support (APS) and Service teams through the Technology Ambassador program, helping to troubleshoot SAC technology issues.  The goal of the TSR is to drive timely resolution by partnering with APST team members, Product Owners and Production Support partners.

As a key liaison between support and technology teams, you will represent APST and APS by communicating the client and business impact of technical issues and helping to ensure the appropriate teams are engaged. As a Senior Specialist, you will be highly organized, able to manage multiple escalations simultaneously, coordinate communication across business partners, and adapt quickly in a fast-paced and constantly changing environment.

Responsibilities Include:

• Serve as a primary escalation resource for complex issues submitted by APS, Service through the Technology Ambassador Program, and other business partners, conducting technical investigations, assessing business impact, and coordinating with Product Owners, Production Support, and other technology partners to facilitate timely resolution.
• Serve as a resource for APS and Technology Ambassadors by providing troubleshooting assistance, sharing product knowledge, and helping navigate unexpected system behaviors.
• Identify, recommend, and collaborate on process improvement opportunities that enhance operational efficiency, service quality, and the overall effectiveness of APST support functions.
• Monitor and coordinate assigned APST workstreams, ensuring timely progress, effective communication, and adherence to team priorities.
• Evaluate and prioritize escalations based on business impact, risk, and urgency, serving as the primary point of coordination through issue resolution.
• Collaborate regularly with Product Owners, Production Support, and other technology partners to communicate client impact, assess risk, and drive resolution strategies for technical issues.
• Represent APST during high-impact system issues and outages by communicating client impact, sharing frontline support trends, and collaborating with technology partners throughout investigation and resolution efforts.
• Act as a subject matter expert for APS and Technology Ambassadors, providing advanced troubleshooting support and guidance on SAC-related products, processes, and best practices.
• Represent APST in partner meetings by sharing support trends, client feedback, and operational impacts to help drive informed decisions and improvements.

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:

• An enthusiasm for technology and supporting internal and external clients in a fast-paced environment, with a focus on delivering exceptional client experience and helping clients own their tomorrow.
• 2+ years of SAC technology experience or equivalent
• 2+ years in Advisor Platform Support
• Deep knowledge of Schwab Advisor Services custody and wealth management platforms, and operations as well as third-party integrations, with demonstrated troubleshooting expertise across those systems.

Preferred Qualifications:

• Strong organizational skills with a proven ability to research issues, solve problems, follow through on commitments, manage competing priorities, and collaborate effectively across teams
• Ability to analyze complex technology issues, think strategically, and develop solutions that support both business partners and clients.
• Proven ability to prioritize work, demonstrate strong accountability, perform effectively under pressure, and advocate for internal and external clients.
• Excellent verbal and written communication skills, with the ability to build relationships and communicate effectively with business partners, technology teams, and leadership.
• Proven ability to work independently and collaboratively, delivering consistent results and completing work accurately and on time.

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