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Specialist II, Technical Support

Location Omaha, Nebraska, United States; Southlake,Texas,United States; Requisition ID 2021-70786 Category Client Service Position Type Regular
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Your Opportunity


The goal of this position is to effectively troubleshoot any and all issues of a technical nature that are impacting the client’s ability to interact with TD Ameritrade.  These representatives must possess not only a wide degree of technical knowledge, but also a broad understanding of the analytical tools in these platforms.  Understanding these tools within each platform is critical to being able to service the technical needs of a wide range of clients from the novice trader to highly sophisticated clients as all the retail technical needs are supported by this role.  The representative will also seek opportunities to educate clients on TDA systems and help to deepen the relationship.

The Technical Support Specialist is often the first to identify internal system issues through direct interaction with retail clients. Escalating these time sensitive issues is a critical component of this role an necessary to minimize the impact to the TD Ameritrade client.  The role will also assist with the testing and validation of new software releases in an effort to ensure these system function as intended.

Specialist II, Technical Support primary role is to provide technical support for all software and web based trading platforms for TD Ameritrade retail clients.  This accomplished through various client contact channels. The representative is responsible for handling inbound calls, emails, and chats from both clients and internal business partners and thus must be able to operate in a fast paced environment.  The role requires a broad understanding of the current technical landscape as retail clients uses various devices, operating systems, browsers, and software to interact with TD Ameritrade.  These representatives must be highly skilled in troubleshooting across all the aforementioned variables and must adapt quickly as technology is constantly changing. 

The goal of this position is to effectively troubleshoot any and all issues of a technical nature that are impacting the client’s ability to interact with TD Ameritrade.  These representatives must possess not only a wide degree of technical knowledge, but also a broad understanding of the analytical tools in these platforms.  Understanding these tools within each platform is critical to being able to service the technical needs of a wide range of clients from the novice trader to highly sophisticated clients as all the retail technical needs are supported by this role.  The representative will also seek opportunities to educate clients on TDA systems and help to deepen the relationship.

Workplace Flexibility Program: We're proud to support our employees in a working approach that allows you to bring your best self to work – whether that’s in the office or remote.

  • Most Schwabbies have the opportunity to voluntarily work in the office or at home based on their preference, through the remainder of 2021.*
  • When the firm is ready to fully return to the office, employees will have the flexibility of a hybrid work environment, spending some time working remote and some time in the office.
  • Employees and managers can discuss and decide what works best for them, with additional flexibility available based on their role, business needs, and individual circumstances.

*Subject to change as Schwab is continually evaluating the current environment in order to best care for the safety and well-being of our employees.

What you are good at


  • Inbound phone support for client technical inquiries related to the Thinkorswim platform including but not limited to installation, performance errors, optimization, and customization as well as web based platforms as well as issues affecting clients that are specific to the various supported web browsers.
  • Inbound phone support of all TD Ameritrade trading platforms, web-based and mobile applications
  • Advanced troubleshooting via remote desktop access (Bomgar)
  • Real-time client chat support via ToS Admin for client related technical needs.
  • Inbound email support for client technical inquiries related to all retail platforms as well as issues affecting clients that are specific to any proprietary trading platforms including Thinkorswim, TDAx, mobile apps, Grid website
  • General support and education of clients with respect to basic computing that could potentially impact the client’s ability to interact with TD Ameritrade electronically (examples include: Screen resolution, file downloads, security software)
  • Perform multiple tasks at one time, including address client inquiries through multiple channels (telephone, electronic chat, and/or email) to serve multiple trader clients and associates simultaneously to create a superior level of productivity relative to all other client-facing associates
  • Validation of new release functionality across all trading platforms to minimize client impact related to design defects (bug reporting and feature requests)
  • Interpretation of  various studies with the goal of educating clients on a multitude of analytical tools (charting, back testing, etc.) in an effort to help grow client trading sophistication
  • Apply sound judgment and ownership in researching, and solving elaborate and unique trading and non-trading issues, serving as a single point of contact for clients when necessary.
  • Inbound (Nuance) chat support addressing any questions or concerns for all of Retail Distribution.
  • Education on the latest technical trends that are impacting clients and associates through huddle and team meeting visits as well as Source content.
  • Inbound consulting phone support addressing any questions or concerns for all of Retail Distribution specific to any Retail platforms
  • Identification and escalation of real time issues as they are impacting our clients and ensuring that the appropriate internal business partners are aware and have complete information.
  • Provide overflow support to customer service and trading inbound phone queues
  • Place trades for clients in Trader Service queue and service account specific inquiries
  • Support Core and Quote Auth queues for Investor Service when capacity permits
  • Maximize call dialog model to uncover unstated client needs and offering appropriate solutions
  • Utilization of the various cross sell programs available to ensure the client is made aware of the suite of services, products and tools that can help to enhance their knowledge and experience
  • Leverage Active Trader Referral walkthroughs when applicable
  • Provide exceptional service while attracting additional assets and business from our clients, by meeting their service, education and technical support needs.

What you have


  • College degree preferred. A degree in Finance, Computer Science, Information Management or a similar area is a definite plus.  Relevant work experience will be considered in lieu of degree
  • Ability to troubleshoot technology issues in a timely and efficient manner while accessing and utilizing various job specific hardware and software
  • Understanding of modern desktop operating systems, electronic mail systems, common desktop applications, Internet and computer networking technology, distributed computing technology, mobile devices, web navigation and web browser technology
  • Ability to master all proprietary trading platforms including Thinkorswim, web based, and mobile apps
  • Ability to interpret and patiently relay financial market information and technical terminology in a clear and concise manner
  • Ability to multi-task while demonstrating strict attention to detail
  • Outstanding communication, organizational, and analytical thinking skills
  • Must demonstrate a positive and professional image at all times
  • Military education or experience may be considered in lieu of civilian requirements listed
  • Education Level Required: 2 Year College Degree or Equivalent Experience
  • Education Level Preferred: 4 Year College Degree
  • Name of Major Required (or preferred- please indicate which it is): A degree in Finance, Computer Science, Information Management or a similar area is preferred
  • Years Related Experience:
  • Years Total Experience: 2 years preferred

Why work for us?

Own Your Tomorrow embodies everything we do! We are committed to helping our employees ignite their potential and achieve their dreams. Our employees get to play a central role in reinventing a multi-trillion-dollar industry, creating a better, more modern way to build and manage wealth.

Benefits: A competitive and flexible package designed to empower you for today and tomorrow. We offer a competitive and flexible package designed to help you make the most of your life at work and at home—today and in the future. Explore further.

Schwab is committed to building a diverse and inclusive workplace where everyone feels valued. As an Equal Opportunity Employer, our policy is to provide equal employment opportunities to all employees and applicants without regard to any status that is protected by law. Please click here to see the policy.

Schwab is an affirmative action employer, focused on advancing women, racial and ethnic minorities, veterans, and individuals with disabilities in the workplace. If you have a disability and require reasonable accommodations in the application process, contact Human Resources at applicantaccessibility@schwab.com or call 800-275-1281.

TD Ameritrade, a subsidiary of Charles Schwab, is an Equal Opportunity Employer. At TD Ameritrade we believe People Matter. We value diversity and believe that it goes beyond all protected classes, thoughts, ideas, and perspectives.

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