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At TD Ameritrade, the health and safety of our employees and candidates is our highest priority, and we have recently transitioned the majority of our employees to working from home. While we are still actively recruiting, due to the current situation related to the Coronavirus (COVID-19), we have made some critical changes to our recruiting process that eliminates the need for any face to face contact. As your application progresses, you can expect interviews to be conducted either on the phone or via video conference. Our Talent Acquisition Partners will guide you throughout the interview process and will be on hand to answer any questions you might have.

Technical Support Specialist

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Location:

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.



Responsibilities:

  • 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

Requirements:

  • 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
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Quick Facts

  • Chicago, Illinois;
  • ID# R-3031
  • Full time
  • Mid-Level Professional
  • Permanent Employee

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About TD Ameritrade

As a leader in brokerage and investment services for nearly 45 years, TD Ameritrade offers a full spectrum of powerful solutions and innovative tools for trading and investing. We're constantly expanding our knowledge and boosting our capabilities, from a leading active trader program to intuitive long-term investment solutions, and a national branch system. Combine that with some of the industry's brightest minds, and there's no limit to how big our accomplishments can be.

From first-time investors to sophisticated traders, our technology 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 that aims 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.

Define your professional path as a Financial Services Trainee.

  • Provide exceptional service to clients, helping transform their financial future
  • Opportunities available in Omaha, NE and St. Louis, Mo
  • Paid on-the-job training
  • Competitive pay and quarterly bonuses

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