Technical Support Representative

We are seeking a detail-oriented Technical Support Representative to provide tier-2 support for scalable optometry management software and database solutions. In this role, you will work primarily through a ticketing system supporting large-scale enterprise clients and group practices. You will serve as the secondary point of escalation, troubleshooting complex database and software inquiries to narrow down root causes before routing to higher engineering tiers. Position Type: Full-Time / Long-Term Contract Pay Rate: $21.00 - $24.00 / hour Schedule: Monday - Friday (Operating hours: 6:00 AM - 5:00 PM PST; Training: 7:00 AM - 4:00 PM PST) Location: 100% Remote (Equipment Provided) Qualifications

• Technical aptitude with foundational experience or understanding of database solutions.
• Proven experience in a tier-2 or ticket-based technical customer support environment.
• Outstanding active listening, problem-solving, and detail-oriented documentation skills.
• Ability to break down complex technical issues for non-technical users.
• Comfortable working in a high-volume, ticket-driven workflow.

Requirements

• A quiet, private home workspace with reliable high-speed wired internet.
• Must be able to manage two provided laptops and navigate multiple client software environments.

salary: $21 - $24 per hour shift: First work hours: 6 AM - 5 PM education: High School

Responsibilities

• Troubleshoot complex software, data flow, and database-related inquiries submitted by enterprise-level clients.
• Analyze incoming tickets to isolate issues, perform initial resolution, or escalate with thorough documentation.
• Provide clear, concise, and professional written and verbal communication to client IT leads and practice staff.
• Maintain meticulous case logging and status updates in tracking systems.
• Collaborate with internal teams to ensure timely resolution of high-impact tickets.

Skills

• Technical Support
• Tier 2 support
• Ticket-based technical support
• Active Listening
• Problem Solving
• Detail oriented
• Documentation skills

• High Volume Qualifications

• Years of experience: 1 year

• 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 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. ,

• Troubleshoot complex software, data flow, and database-related inquiries submitted by enterprise-level clients.
• Analyze incoming tickets to isolate issues, perform initial resolution, or escalate with thorough documentation.
• Provide clear, concise, and professional written and verbal communication to client IT leads and practice staff.
• Maintain meticulous case logging and status updates in tracking systems.
• Collaborate with internal teams to ensure timely resolution of high-impact tickets.

• Technical Support
• Tier 2 support
• Ticket-based technical support
• Active Listening
• Problem Solving
• Detail oriented
• Documentation skills
• High Volume

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