representative 2/l1 help desk.pawtucket, rhode island (remote)posted october 14, 2026 job detailssummary$15.99

•$16 per hourtemporaryhigh schoolcategoryoffice and administrative support occupations reference AB_5103386 job details In this role, you will be the primary point of contact for members experiencing technical difficulties with our website and mobile application. Whether guiding someone through account registration, resetting passwords, or walking them through online features, your mission is to deliver patient, empathetic, and effective customer service. You will handle inbound calls and follow-ups in a high-volume virtual call center environment, document cases in a modern ticketing system, and escalate software bugs directly to the engineering team. If you are an active listener who excels at multitasking and thrives in a collaborative, fast-paced setting, this role is a great fit for you.

Responsibilities:

Answer inbound calls and conduct outbound follow-ups to assist members with mobile app navigation, website features, and account access. Troubleshoot technical difficulties, determine root causes, and escalate complex software issues to the engineering team. Document all customer interactions, troubleshooting steps, and case resolutions accurately within the ticketing platform. Meet individual and team service level agreements (SLAs), quality benchmarks, and performance metrics in a high-volume call center environment. Utilize online knowledge bases, policy documentation, and internal resources to provide prompt first-contact resolutions. Critical Skills Virtual Call Center & Customer Service (1+ year required) Technical Troubleshooting (Mobile Apps, Web Portals, Password Resets) Ticketing Software Experience (ServiceNow, Remedy, or comparable platforms) High-Speed Data Entry & Keyboarding (45+ WPM with 95% accuracy) Microsoft 365 Applications (Teams, Outlook, OneDrive, Excel) Telephony Software Knowledge (Avaya One-X, Five9, or similar)

Active Listening & Empathetic Communication Position Requirements & Work-from-Home Specifications Experience:

Minimum of 1 year in a virtual call center or high-volume customer service setting (handling 100+ interactions/day). Previous IT help desk or technical support experience is preferred.

Work Schedule:

Must be available to work an assigned 8-hour shift Monday through Friday between 8:00 AM and 9:00 PM EST.

Training:

100% mandatory attendance during the initial 3-week virtual training program (Monday

•Friday, 8:00 AM

•4:30 PM EST).

salary:

$15.99

•$16 per hourshift: Firstwork hours: 8 AM

•9

PMeducation:

High SchoolResponsibilitiesAnswer inbound calls and conduct outbound follow-ups to assist members with mobile app navigation, website features, and account access. Troubleshoot technical difficulties, determine root causes, and escalate complex software issues to the engineering team. Document all customer interactions, troubleshooting steps, and case resolutions accurately within the ticketing platform. Meet individual and team service level agreements (SLAs), quality benchmarks, and performance metrics in a high-volume call center environment. Utilize online knowledge bases, policy documentation, and internal resources to provide prompt first-contact resolutions.

Skillsvirtual customer servicecall center environmenthelp desk supportQualificationsYears of experience: 1 yearExperience level: ExperiencedRandstad 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 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: 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.