technical support agent

About the job
Are you a technically savvy problem-solver with a passion for delivering exceptional customer service?
Randstad RiseSmart is looking for a Technical Support Agent to join our dynamic and fast-paced team. In
this role, you'll be crucial in upholding a high-quality experience for Randstad RiseSmart customers and
internal employees by diagnosing software issues, troubleshooting, and providing timely and accurate
solutions.
You'll act as both the "voice" of Randstad RiseSmart, providing world-class support, and the "eyes and ears" of
the business, reporting feedback and identifying opportunities to improve our products. Your primary
responsibility will involve working collaboratively with internal teams—including product and engineering—to
identify, diagnose, document, and escalate emerging technical support issues. You'll dive deep to resolve
complex problems, all while ensuring an exceptional experience for our users.
The ideal candidate will possess strong communication and critical thinking skills, thriving in an entrepreneurial
environment. You should have a proven track record of technical support expertise, coordinating and delivering
actionable solutions to product issues. The ability to listen, interpret, and challenge assumptions is vital for
success. Effective communication, both verbal and written, with internal global teams and customers, is key.
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 timezones.
About the team
The Technical Support team's mission is to uphold a high-quality participant and customer experience for
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, ensuring we can improve and measure the continued success of our products.

Key responsibilities
● 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, and clearly describe customer issues to be recreated and resolved by global
development and operations teams.
● Escalate issues to engineering teams with clear and consistent instructions for reproducing issues, and
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.
● Develop detailed knowledge about Randstad RiseSmart’s products, services, and features, and 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 & qualifications
● 3+ years of technical support experience, with a focus on customer success and analyzing logs.
● 1+ years providing technical support for mobile devices (iOS, Android).
● Deep understanding and working experience with SQL and Log Analysis is highly preferred.
● Working experience with Java is a plus.
● Working experience with Zendesk or ServiceNow and Jira or other issue tracking tools are strongly
preferred.
● Flexibility with a full-time schedule, including shift assignments in evenings to support global
timezones; some weekend coverage may be needed.
● Proven problem-solving skills and the ability to "think outside the box."
● Excellent written and verbal communication skills – detail-oriented and a 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.
Why join Randstad RiseSmart?
● Competitive compensation and benefits.
● Access to a career coach as part of Randstad RiseSmart’s Worklife Career Coaching program.
● An excellent work environment with an award-winning culture, recognized as a "Best Place to Work"
and with a 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.