Vacancy expired!
Your Opportunity
Charles Schwab is looking for a candidate excited about technology and looking to join an organization focused on strong customer service. The GDT Data Help Desk (DHD) organization provides technology solutions and data support for Schwab employees. The (DHD) is the first point of contact for customers with data questions issues or requests sourced from our analytic and big data systems. The DHD's goal is to deliver an exceptional customer experience to maximize Schwab's ability to leverage data as an asset and competitive advantage. What you are good at- Putting the customer first
- Empathizing with the customer
- Exercising patience during stressful situations
- 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, chat, and email
- Communicating complex technical issues in an easy to understand manner to customers with minimal technical knowledge
- Multi-tasking and using our 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
- The Service Desk Technician is the first point of contact for internal Clients users who engage the IT Service Desk
- Answer incoming calls, track information in the IT ticketing system, resolve Tier 1 requests in a timely manner
- Escalating unresolved issues to the proper Tier 2 and Tier 3 support team
- Troubleshooting basic end user issues on various software applications, hardware, network, and telecommunications systems
- Log, document and monitor all system and application support issues within the Ticketing system.
- Provide outstanding customer service and follow through on all issues to onsite, remote and field users.
- Triage new issues and requests from inbound Service Desk and customer created incidents, providing immediate Tier 1-3 support.
- Perform basic systems administration tasks including account creation, modification and deletion.
- Troubleshoot end user query issues.
- Assist in the development of remediation processes/procedures, ITIL management and general strategic Service Desk initiatives
- Working knowledge of Data platforms such as Googler Cloud| Big Query, Teradata, and Big Data platforms, Tableau, Collebra, Informatica and Business Objects
- Ability to provide remote technical support over chat and phone
- Troubleshoot moderate data issues
- Minimum 4 years customer service experience
- Minimum 2 year technical support experience
- Knowledge of Business Intelligence, Data Warehousing and Big Data tools
- Bachelor s Degree in Computer Science, Information Systems.
- 3-5 years of progressive IT support experience.
- 2+ years of experience in a Level II role.
- Background in IT ticketing systems.
Vacancy expired!