Tier Support Agent (Remote)

Job Title : Technical Support Agent (Tier 1)

Location : Remote (Work From Home)

Time : Rotational Shift (24*5)

About the job –

As a Technical Support Agent (Tier 1), your mission will be to provide excellent customer service to RiseSmart customers and internal employees. Your primary responsibility will be handling support issues from our customers and collaborating with the Technical Support team, development team, and other stakeholders to communicate resolution of issues. You will work collaboratively with other internal teams to identify, document, and escalate emerging issues. Your troubleshooting abilities will be put to the test as you dive deep to diagnose and resolve complex problems, while providing an exceptional experience to our customers.

The right candidate will need strong communication and critical thinking skills to successfully operate in an fast-paced, entrepreneurial environment. The role requires a proven track record of technical support expertise to coordinate and deliver actionable solutions to product issues. Candidate needs the ability to listen, interpret, and challenge assumptions to be effective in the role. The ability to communicate effectively, both verbally and in writing, with internal global teams and customers will be key to success in this role. This is a full-time remote opportunity in India, with the expectation to regularly work hours that support the Randstad RiseSmart team located in various global time zones.

About the team –

The Technical Support team mission is to uphold high quality participant and customer experience of Randstad RiseSmart products and services. We aim to deliver timely, accurate, and professional technical support to all Randstad RiseSmart customers. We collaborate cross-functionally to document and communicate issues so we can improve and measure the continued success of our products.

What you will do :

• Act as both the “voice” of Randstad RiseSmart by delivering an exceptional level of service, as well as the “eyes and ears” of the business, reporting feedback, issues and opportunities to improve our products.
• Provide world-class, differentiated customer service and support by troubleshooting and communicating with internal and external customers.
• Patiently listen to, understand, and work with cross-functional stakeholders to solve complex technical customer issues.
• Diagnose, research, clearly describe customer issues to be recreated and resolved by global development and operations teams.
• Work with cross-functional support teams to escalate issues and ensure a consistent and high-quality level of support.
• Develop detailed knowledge about Randstad RisSsmart’s products, services and features and have ability to navigate multiple system applications and research applicable solutions with ease.
• Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions on behalf of the customer experience.

Skills you will need :

• 3+ years of experience working directly with customers and providing high quality service.
• 3+ years of experience in technical support that is focused on customer success.
• 1+ years providing technical support for mobile devices (iOS, Android)
• Zendesk or ServiceNow working experience and Jira or other issue tracking tool working experience strongly preferred.
• Flexibility with full-time schedule, including shift assignments in evenings to support global time zones, some weekend coverage may be needed as well.
• Problem-solving skills, “thinking outside of the box”.
• Excellent written and verbal communication skills – detail oriented, thorough communicator.
• Ability to be flexible, multitask, and organize priorities in a fast-paced work environment, while maintaining a high level of focus and accuracy.
• Proficiency and passion for learning new technology and processes.

About Randstad RiseSmart –

At Randstad RiseSmart, we’re in the business of changing lives. With a lean and fast start-up mentality and the stability and backing of our multinational parent company, Randstad, Randstad RiseSmart has disrupted the outplacement industry and leads in technology-enabled career transition services. And, ultimately our results speak for themselves: we have received enormous industry recognition, including Gartner’s “Most Innovative Company,” the “Nation’s Best and Brightest Companies to Work For,” Fortune’s “100 Best Companies for Women,” and Deloitte “Fast 500” – recognized as one of North America’s fastest growing technology companies with growth exceeding many impressive companies such as LinkedIn, Yelp, Marketo, Zillow, and ServiceNow.

what’s in it for you?

• Competitive compensation and benefits
• Access to career coach as part of Randstad Risesmart’s Worklife Career Coaching program.
• Excellent work environment with an award-winning culture, Best Places to Work, Great Rated, Fortune’s “100 Best Companies for Women,” and Glassdoor Rating of 4.3!
• Opportunity to contribute to Randstad RiseSmart’s continued success in a highly visible and impactful role.
• Be a part of an ambitious, tight-knit team with opportunities for growth in your role.