Representative 2/l1 help desk (customer service)

Are you a tech-savvy customer support professional who enjoys troubleshooting and finding creative solutions? We are seeking dedicated Level 1 Help Desk Customer Service Representatives to join our fully remote support team. In this vital member-facing role, you will assist users who are experiencing technical difficulties, registration issues, or logging errors within our official mobile app and website.

This is a member service position that goes beyond basic transaction handling to focus on empathetic listening and clear technical guidance. If you have a knack for navigating digital applications, love helping others, and thrive in a high-volume virtual call center environment, this is an excellent opportunity to expand your technical support career from home. All necessary computer hardware and equipment will be fully provided!

salary: $15.99 - $16 per hour
shift: First
work hours: 8 AM - 4:30 PM
education: High School

Responsibilities

Key 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.

Requirements:

• 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.

Skills

• Follow-up
• Active Listening
• Telephone Etiquette
• Empathy

Qualifications

• Years of experience: 2 years
• Experience level: Experienced

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.


Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact View email address on click.appcast.io.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.