Phone Support Customer Support

Phone Support Customer Support

job summary:

- Handle Tier 1 help desk escalations through tickets, chat or phone

- Follow up on outstanding requests and ensure timely resolution

- Create accounts and configure hardware as part of on-boarding process

- Support mobility devices

- Provides a single, identified point of contact for all Help Desk and change request services

- Updates and maintains Help Desk records in accordance with established support procedures

- Performs account password administration and processes new user account requests


100% Remote

Public Trust Required

location: GERMANTOWN, Maryland

job type: Contract

salary: $14.99 - 15.00 per hour

work hours: 9am to 6pm

education: High School



responsibilities:

- Handle Tier 1 help desk escalations through tickets, chat or phone

- Follow up on outstanding requests and ensure timely resolution

- Create accounts and configure hardware as part of on-boarding process

- Support mobility devices

- Provides a single, identified point of contact for all Help Desk and change request services

- Updates and maintains Help Desk records in accordance with established support procedures

- Performs account password administration and processes new user account requests

- Develops, maintains, and executes standard Help Desk operating procedures

- Follows security requirements as requested by the Government Security Officer

- Monitors customer problems to ensure prompt, satisfactory service/resolution is being provided; if necessary call

the user to update them on progress

- Processes standard change request (ServiceNow tickets) for Installations, Moves, Adds, and Changes (IMAC's)

- Remain on queue and available to assist end users during specified shift, excluding approved breaks, lunches, or

off queue time approved by your Team Lead

- Manages the user's expectations; provide information that will give details for a possible resolution or when they

can expect to be contacted again






qualifications:

• Experience level: Entry Level
• Minimum 2 years of experience
• Education: High School (required)

skills:

Customer Service (2 years of experience is required)

Operations

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 HRsupport@randstadusa.com.

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 health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).



For certain assignments, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Randstad representative for more information.