Service Center Technician

Scottrade, Inc., a financial services firm, partners with more than three million retail clients to provide the trading services and investment solutions they need to overcome barriers to financial success. Founded in 1980, Scottrade pairs its large nationwide branch network with advanced online products and services to help clients gain insight into the market and react quickly to trading opportunities.

The main purpose of this position is to provide a quality customer service experience supporting Scottrade's customers and branches in a multi-platform environment.

* Provide excellent service to all Scottrade customers and associates while resolving technical issues via phone, e-mail and chat. * Download, Install, and configure software such as: OPS, browsers, Java, VM, PDE’s, security software, etc. * Identify and escalate all functional issues that affect clients and branches ability to navigate Scottrade’s trading platforms to a senior tech support representative for verification testing and documentation. * Document client interaction into Altiris. * Communicate and work with other internal departments to troubleshoot and resolve technical problems. * Provide research and documentation to Product Development regarding the customers experience interacting with our trading platforms. * Provide assistance to branch and service center employees, and existing and prospective Scottrade customers with technical or trading platform guidance. * Review customer email and respond timely and professionally to their technical questions or route them to the IT Technical Helpdesk for review. * Provide daily assistance to branch staff experiencing technical problems with customers attempting to access or navigate the Scottrade website. * Assist the Service Center with orientation and training of technical issues of new Service Center brokers, associates and interns. * Assists service center stockbrokers with customer calls as needed. * Perform other duties as assigned.

**Knowledge, Skills and Abilities Required:** * Working knowledge of security software, firewalls, routers, networking, and ISP’s preferred. * Technical software / hardware troubleshooting skills (memory, printers, drivers, etc) preferred. * WIN XP/Vista/7and MAC X desktop operation systems knowledge preferred. * Understanding of internet and intranet concepts preferred. * Knowledge of browser functionality and configuration (IE, FireFox, Chrome and Safari) preferred. * Ability to learn a basic understanding of the financial markets and it's terminology. * Excellent customer service skills and ability to remain calm under pressure. * Exceptional verbal and written communication skills. * Quick and accurate typing and data entry skills. * Excellent organizational skills, research and problem solving skills. * Ability to work in a fast paced environment and multi-task. * Basic level proficiency with Windows operating system preferred. * Basic level proficiency with Microsoft Word, Excel, and Outlook. * Foster company success through a professional appearance, being courteous to customers and all Scottrade associates and by having a positive attitude. **Minimum Education & Experience:** * Bachelor’s degree in related field or equivalent combination of education and experience preferred. * 1+ years customer service experience required. * 1+ year desktop support experience preferred.