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
● Diagnose, research, and escalate issues to engineering teams with clear and consistent instructions for reproducing issues, clearly communicate solutions to support teams and stakeholders as needed
● Provide advanced troubleshooting solutions for computer or operating system issues that affect customers’ ability to use the product
● Document and communicate results to various teams to help educate both customers and fellow team members on technical aspects of the product
● Work closely with product and engineering teams to prioritize customer solutions
● Advise users on appropriate implementation of technical products and train team members on how to resolve technical issues
● Patiently listen to, understand, and work with cross-functional stakeholders to solve complex technical customer issues
● Develop detailed knowledge about Randstad Risesmart’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 ● Develop new strategies and contribute to improving internal support processes
skills you will need
● 3+ years of technical support experience
● 1+ years providing technical support for mobile devices (iOS, Android)
● Deep understanding and working experience with SQL
● Zendesk, ServiceNow, and Jira working experience required
● Flexibility with full-time schedule, including shift assignments on weekends and evenings to support global timezones
● Quick learner and problem solver with passion and ability to think 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
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