Technical Support Specialist Job at TD Ameritrade – 3.9 in Chicago, IL
Our Chicago HQ is located on the Chicago river at 600 W. Chicago Ave in the “Groupon building”, which is a renovated warehouse… not your typical corporate office setting. We’re a few minutes from the Red, Brown and Purple Line Chicago Metra/CTA stations with an outstanding view of the Chicago river. We offer a free shuttle service to Union Station and Oglivie and catered lunches each day. With approx. 300 associates in this location, associates get to experience working for an industry leader with highly engaged co-workers within a close-knit office.
This position involves direct client interface via inbound and outbound calls, email, cases and electronic chat on a team dedicated to solving complex technology challenges for TD Ameritrade clients.
A Tech Support Associate plays a key role in serving our most active and valuable clients within a range of client segments, business units, and platforms. Building on TDA’s Client Centric focus, each associate is expected to provide the highest level of technology support to clients while helping to establish and cultivate a deeper relationships by better understanding their emerging needs and delivering an integrated, seamless, and exceptional client experience. The overall effect of this role is to increase usage of our active trader tools, client satisfaction, and revenue.
Create and cultivate a client experience that exceeds client’s expectations and establishes the benchmark for technology support within the financial services industry
Ability to thoroughly answer clients questions or troubleshoot problems
Effectively communicate with clients and guide them through complex procedures to resolve technology issues or properly leverage our technology platforms
Understand the client’s stated and unstated needs to proactively provide a personalized, comprehensive customer service experience
Generate additional revenue using superior service and the application of service-to-sales techniques
Work with clients to troubleshoot issues they’re having that prevent them from proper use of our trading platforms.
Diagnose performance problems and error messages that come through TD trading platforms. When these issues come up walk clients how to resolve or use 3rd party software (Bomgar) to assist clients in fixing the issues
Serve as a direct contact between clients and internal support for escalated issues
Extensive knowledge on tools within TD Ameritrade trading platforms
Ability to optimize clients computer for best results when using TD trading platforms
Execute trades for clients
Helping clients to understand different trading strategies
Share knowledge of new products, new social media venues, and current trends.
Proactively test changes and troubleshoot issues during off the phone time
Utilize problem solving skills to accurately report issues and follow up with the client.
Share knowledge and expertise with partners in Investor Services and other departments in the firm.
Engage other associates to help improve and maintain positive team environment
Follow the TD Ameritrade Core Values
Enhance & Grow TD Ameritrade Brand through Exceptional Client interactions
Online brokerage experience preferred
Ability to troubleshoot technology problems in a timely and efficient manner while accessing and utilizing various job specific hardware and software
Excellent multi-tasking skill while demonstrating strict attention to detail
Outstanding communication, organizational, and analytical thinking skills
Solid understanding of desktop operating systems, mobile technology, web navigation, and web browser technology
Must demonstrate a positive and professional image at all times
Series 7 and 63 required within 90 days of employment
2 year college degree; 4 year college degree preferred
1-3 years related work experience
Relevant work experience will be considered in lieu of a college degree
Military education or experience may be considered in lieu of requirements above
Company: TD Ameritrade – 3.9
Company Location: Chicago, IL