Associate, CS&S Client Technical Support

Charles Schwab; Phoenix (AZ); On-site; USD 48,000 - 60,000; Full time

Benefits offered by this job

401(k) with company match

Employee stock purchase plan

Paid time for vacation, volunteering,

Sabbatical after 5 years of service

Paid parental leave

Tuition reimbursement

Health, dental, and vision insurance

Job summary

Charles Schwab is seeking a Client Technical Support Associate to assist clients with online access and navigation of Schwab's website, systems, and accounts. The role emphasizes one-call resolution and friendly service.

The successful candidate will have at least one year of client service experience, strong troubleshooting skills, and comfort with multiple browsers and devices. Schwab offers competitive benefits and opportunities for growth.

Qualifications

• Minimum of one-year prior client service experience.
• Shift flexibility with varied weekday and early evening shifts.
• Strong troubleshooting, de-escalation and problem solving in a call center.
• Excellent phone communication and interpersonal skills.
• Able to quickly assimilate technical concepts.
• Proficient with Edge, Chrome, Safari, Firefox; knowledge of Apple/Android devices.
• Experience working in a team and sharing knowledge.
• Strong client focus and professional attitude.
• Efficient multitasking across multiple screens while assisting customers.

Responsibilities

• Respond to tier II escalated technical inquiries about online access and navigation.
• Aim for one-call resolution while providing escalation path when needed.
• Explain troubleshooting steps clearly over the phone.
• Support clients in using our online tools and accounts.
• Collaborate with teammates to share knowledge.

Skills

Client service

Troubleshooting

De-escalation

Phone communication

Technical aptitude

Browser knowledge

PC/Mac computing

Teamwork

Critical thinking

Questioning for solutions

Job description

Position Type: Regular
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.

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

Required

• Minimum of one-year prior client service experience.
• Shift Flexibility: There are various schedules of weekdays, and early evenings shifts.
• 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.
• Demonstrates a technical aptitude by quickly assimilating technical concepts and new technology.
• Excellent knowledge of common browsers such as Edge, Chrome, Safari and Firefox and a high-level understanding of Apple and Android based mobile devices.
• Extensive knowledge of PC/Mac computing environments including operating systems, peripherals, & navigating through complex software.
• Experience working in a team environment, including sharing feedback and knowledge with peers.
• Passion for service, positive attitude, enthusiasm, professionalism, and strong client focus
• Promotes and embraces positive client interactions, as well as personal, team, and company improvement.
• Efficient in utilizing many diverse resources and computer screens simultaneously while delivering exceptional service over the phone.
• Adept at anticipating and adapting to changing job needs with exceptional results.
• Effective critical thinking through probing questions to identify solutions in unique situations, while demonstrating sound business judgement.

Preferred

• 2 years of prior client service experience.
• 1 year or more of Financial Services industry experience.
• Excellent technical knowledge of the Internet, Networking, Wi-Fi, and ISP’s.

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

What’s in it for you

At Schwab, you’re empowered to shape your future. We champion your growth through meaningful work, continuous learning, and a culture of trust and collaboration—so you can build the skills to make a lasting impact. Our 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 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