Vacancy caducado!
Your Opportunity
The Infrastructure, Operations & Cloud (IO&C) organization provides technology solutions and support for Schwab employees, as well as supporting the external Schwab client experience. The National Service Desk (NSD), as part of IO&C, provides front-line IT support services for the Schwab workforce to report technology issues, restores service, and calls out issues to second-level support that cannot be resolved at first contact. What you are good at- Putting the customer first
- Empathizing with the customer
- Exercising patience during stressful situations
- Great oral and written communication skills
- Having a friendly presence and helpful attitude; good interpersonal skills and ability to work well with others
- Demonstrating professional etiquette in the use of phones, chat, and email
- Communicating sophisticated technical issues in an easy to understand manner to customers with minimal technical knowledge
- Meeting or exceeding defined chat objectives and metrics (talk time, wrap time, first contact resolution, chats per hour, simultaneous chats, quality assurance evaluations)
- Multi-tasking and using our organizational tools effectively in a constantly changing environment
- Executing the defined Service Desk processes with a good attention to detail
- Receiving constructive feedback and demonstrating improvement
- Being disciplined in adhering to schedules (sign-on, sign-off, break times, etc.)
- Asking direct, relevant and probing questions
- Providing concise information and settings expectations
- 2+ years of experience working in a service desk or customer service environment
- Minimum 1 year technical support experience
- Minimum 1 year chat support experience
- Experience using ITSM platforms (SmartIT / Remedy, ServiceNow, Cherwell) and remote support tools (SCCM, Software Center, Client Center Configuration Manager)
- Ability to type at least 40 words per minute
- Ability to multitask effectively and handle 2-3 concurrent chat sessions at a time
- Working knowledge of PC technical support, systems administration, networking, Windows and Mac OS
- Bachelor's or Associates degree in Information Technology or a related field is a plus
- Certifications, such as CompTIA, ITIL, KCS and Microsoft certifications are a plus
Vacancy caducado!