-
ID
#44699648 -
Job type
Permanent -
Salary
TBD -
Source
Charles Schwab & Co., Inc. -
Date
2022-08-07 -
Deadline
2022-10-06
Associate - Service Support
Texas, Austin, 73301 Austin USAPermanent
Vacancy expired!
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, restore service, and raise up issues to second-level support that cannot be resolved at first contact. We are seeking an IT Service Support Analyst to provide Level I support via phone and chat for the internal Schwab workforce. This includes managing incidents (service disruptions) and service requests (routine service-related tasks). What you are good at- Excellent customer service skills
- Empathizing with the customer
- Understanding and Practicing Emotional Intelligence (EQ)
- Great oral and written communication skills
- Having a friendly presence and helpful attitude; strong interpersonal skills and ability to work well with others
- Demonstrating professional etiquette in the use of phones and chat
- Communicating complex technical issues in an easy-to-understand manner to customers with minimal technical knowledge
- Meeting or exceeding defined objectives and metrics (e.g.: talk time, wrap time, first contact resolution, chats per hour, quality assurance evaluations)
- Multi-tasking and using organizational tools effectively in a constantly changing environment
- Executing the defined Service Desk processes with a strong 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
- Diagnose and troubleshoot end user desktop application issues and provide appropriate solution
- Ensure customer satisfaction through timely resolution of problems or escalation to a 2nd level team
- Provide incident status updates to management and end-users per service level guidelines
- Support and maintain effective relationships with users
- Provide support for end user computing devices (PCs, laptops, printers, cell phones, and tablets)
- Support end users in their use of applications such as Microsoft Office, CRM, VPN, Citrix, and MDM (mobile device management)
- Perform account management and maintenance for various applications and systems (e.g., create or modify user accounts and permissions, perform password resets).
- Communicate with customers at all levels of technical and non-technical skills sets
- Follow all standard operating procedures (SOP) through the effective use of Knowledge management.
- 3 - 5 years of experience working in a service desk or customer service environment
- 3 - 5 years of technical support experience
- 3 - 5 years of phone and/or chat support experience
- Experience using ITSM platforms ( SmartIT / Remedy, ServiceNow, Cherwell) and remote support tools (SCCM, Software Center, Client Center Configuration Manager, ADUC)
- Working knowledge of PC technical support, systems administration, networking, Windows, macOS, iOS, and iPadOS
- Bachelor's or Associates degree in Information Technology or a related field is a plus
- CompTIA, ITIL, KCS, CSI and Microsoft certifications are a plus
Vacancy expired!
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