Tier 1 Support Agent

Job Number: 5678

External Description:

Technical Support Agent (Tier 1)

Who are we as a company?

Randstad RiseSmart, a distinguished division of Randstad Enterprise, is at the forefront of transforming the global workforce landscape. Renowned for our comprehensive coaching solutions, outplacement services, career development, and redeployment strategies, we blend technology with human empathy to boost employer brands, elevate employee experiences, and streamline talent management. With a presence in over 100 countries and across 40 industries, we empower professionals worldwide to excel in their careers.

The opportunity and team you’ll be working with:

Join our Technical Support team, where we're dedicated to ensuring an outstanding experience for Randstad RiseSmart's users. You'll be part of a dynamic group that's essential in maintaining the excellence of our products and services. Reporting to the Sr. Director of Product Development, you'll tackle technical challenges, offering solutions and support to our global customer base.

The expectations of this job:

As a Tier 1 Technical Support Agent, you're the frontline in providing top-tier customer service. Your day-to-day involves resolving support queries, collaborating with our development team, and enhancing our service quality through diligent issue documentation and escalation. Your knack for problem-solving will shine as you address complex technical issues, always aiming to exceed customer expectations.

• Deliver unparalleled service while acting as the key feedback conduit to enhance our products and services.
• 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 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

Experience needed for the Career Coach:

• A problem-solver with a customer-first mindset
• 3+ years in customer-facing roles, with a strong emphasis on high-quality service delivery
• 3+ years in technical support, preferably with exposure to mobile devices (iOS, Android)
• Familiarity with Zendesk, ServiceNow, Jira, or similar tools is a plus
• Availability for evening shifts and occasional weekend work to support our global operations
• Exceptional communication skills, both written and verbal
• Proactive, flexible approach to work, with the ability to multitask and adapt in a fast-paced environment
• Proficiency and passion for learning new technology and processes

What can you expect in return from Randstad RiseSmart?

• Be part of the leading global HR solutions provider
• Work within a diverse, inclusive team that values collaboration and work-life balance
• Remote role that supports your lifestyle
• Engage with the latest in coaching practices and innovations
• Contribute to a culture celebrated for its excellence on platforms like Glassdoor

What’s next?

If you're driven by innovation and wish to make a significant impact in the workforce industry, we want to hear from you. Apply today and embark on a rewarding journey with Randstad RiseSmart!

Job Number: 5678

Community / Marketing Title: Tier 1 Support Agent