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Specialist, Tech Support

Quick Facts

Chicago, Illinois ID# 2017-11926 Regular Full-Time First Level Professional

Role:

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.

Responsibilities:

  • Deliver Client Service & Subject Matter Expertise  in regards to Technology and Trading Platforms
    • 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.
    • Diagnosis 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
  • Cultivate a team environment by bringing a positive attitude and consistently searching for ways to help our peers to ensure an excellent associate and client experience
    • 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

Requirements:

  • Relevant work experience will be considered in lieu of a college degree
  • 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
  • 1-3 years of related experience
  • 1-5 years of total experience
  • 2 year college degree required
  • 4 year college degree in Finance, Computer Science, Information Management or a similar area is preferred
  • Military education or experience may be considered in lieu of civilian requirements listed

 

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About TD Ameritrade.

A leader in brokerage and investment services for over 35 years, TD Ameritrade offers a full spectrum of powerful solutions and innovative tools for trading and investing. We're constantly expanding our knowledge and bolstering our capabilities, from a leading active trader program to intuitive long-term investment solutions and a national branch system. Combined with some of the industry's brightest minds, there's no limit to how big our accomplishments can be.

From first-time investors to sophisticated traders, TD Ameritrade is focused on helping individuals seek out their financial goals. And you're the ambassador to all that we do. Beginning with our trading platform and proprietary technology to our resolve to outperform, you'll maintain the high level of quality and integrity we're known for, each and every day. With the right opportunity, there's no limit to what you can accomplish.

As a leading employer in financial services, we believe in building strong relationships, achieving quality results and working with integrity. It's at the heart of everything we do. That's why we provide you with comprehensive training, benefits and programs that inspire you to achieve more every day. Apply to a TD Ameritrade job today and help our clients pursue their dreams, while you fulfill yours.

Applicants must be eligible to work in the U.S. Immigration sponsorship is typically not available for this position.

TD Ameritrade participates in the E-Verify program. For additional information on this program please click here. TD Ameritrade is an Equal Opportunity Employer. We value diversity and offer a quality workplace. TD Ameritrade, Inc. member FINRA/SIPC/NFA is a subsidiary of TD Ameritrade Holding Corporation (NASDAQ:AMTD). TD Ameritrade is a trademark jointly owned by TD Ameritrade IP Company and the Toronto-Dominion Bank.

© 2014 TD Ameritrade IP Company, Inc. All rights reserved. Used with permission.

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All about growth.

By virtue of what we do, our world is filled with numbers. Here are just a few that we believe best describe TD Ameritrade at its finest.

  • 5,900 Full-time
    Employees

    Graphic 2 people
  • 100+Branches
    in 34 States

    Graphic 2 people
  • 96,000 Hours Volunteered to
    Community Programs

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