Note: The job is a remote job and is open to candidates in USA. Randstad Digital Americas is a leader in connecting people with opportunities, and they are seeking dedicated Level 1 Help Desk Customer Service Representatives to join their remote support team. In this role, you will assist users with technical difficulties and provide empathetic support while navigating their mobile app and website.
Responsibilities
- Answer inbound member inquiries, diagnose application or website navigation issues, and execute outbound call follow-ups
- Manage, document, and resolve technical member issues through a centralized ticketing system while meeting strict performance Service Level Agreements (SLAs)
- Document all technical interactions accurately inside company databases and correspond with members professionally via email
- Guide users through account registration, password resets, and mobile feature options using approved online data resources
- Manage an active ticket backlog efficiently alongside incoming daily phone queues
Skills
- High School Diploma or GED is required
- Minimum of 2 years of call center experience, with at least 1 year specifically working in a virtual customer service or work-from-home call center environment
- Proven keyboarding speed of at least 45 words per minute (WPM) with a 95% accuracy rate (typing skills will be tested during the interview)
- Foundational computer knowledge, including the ability to seamlessly work in multiple software windows, perform basic functions (copy/paste), and navigate digital directories
- Technical proficiency using Microsoft 360 basic applications, including Outlook, Word, Excel, Teams, and OneDrive
Benefits
- Medical, prescription, dental, vision, AD&D, and life insurance offerings
- Short-term disability
- 401K plan (all benefits are based on eligibility)
- All necessary computer hardware and equipment will be fully provided!
Company Overview