AI Product Technical Specialist (Help Desk)

Are you a natural problem-solver who thrives on unraveling technical puzzles and delivering exceptional customer experiences? As an AI Product Technical Specialist, you’ll serve as the primary line of technical support for our premier optometry office software.

In this role, you will answer inbound calls from optometry practices and doctor’s offices, helping them navigate complex software, map networks, install applications, and solve critical day-to-day technical issues. If you love digging deep into technical root causes while building great relationships with healthcare professionals, we want to hear from you! What We’re Looking For

• Technical Aptitude: proven general computer literacy with proven troubleshooting skills in networking, software installation, and web browser environments.
• Communication & Soft Skills: Outstanding verbal and written communication skills with a customer-first mindset and the ability to explain technical concepts to non-technical staff.
• Help Desk Experience: Prior experience in a call center or technical support environment handling inbound calls and complex issue resolution.
• Problem-Solving Drive: A self-starter attitude with a logical approach to diagnosing issues and an eye for detail.
• Environment & Prerequisites: A quiet home office setup with high-speed internet.

Preferred / Bonus Experience

• Background or exposure to the Optometry or Healthcare Industry.
• Familiarity with insurance claims, prescription processing, or medical practice management workflows.
• Experience with Salesforce and ticketing systems.

Qualifications

• Minimum of 1 year of experience as an Associate AI Product Technical Specialist (or equivalent Tier 1/2 technical support role).
• Demonstrated advance product/software knowledge and SLA management.

salary: $21 - $24 per hour shift: First work hours: 8 AM - 5 PM education: High School

Responsibilities

• Frontline Customer Support: Answer inbound phone calls, chats, and emails from doctor’s offices and clinic staff with great soft skills, empathy, and professionalism.
• Technical Troubleshooting: Dig into technical computer and environment issues to identify and resolve root causes.
• Hands-on IT Support: Help practices map new network drives, install and configure basic software, and resolve browser and operating system issues.
• Software Guidance: Patiently navigate end-users through “how-to” questions and feature workflows within Eyefinity software.
• Triage & Escalation: Utilize and follow knowledge base articles provided by upper-tier teams to resolve tickets efficiently within required SLA targets.
• Ticket Management: Accurately document, update, and manage ticket lifecycles using Salesforce, Microsoft Teams, and Outlook.

Skills

• Technical Aptitude
• Verbal Communication
• Written Communication
• Troubleshooting
• Call Center Support
• Help Desk
• Problem Solving
• Ticketing Systems

• SalesForce.com 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. 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. Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. ,

• Frontline Customer Support: Answer inbound phone calls, chats, and emails from doctor’s offices and clinic staff with great soft skills, empathy, and professionalism.
• Technical Troubleshooting: Dig into technical computer and environment issues to identify and resolve root causes.
• Hands-on IT Support: Help practices map new network drives, install and configure basic software, and resolve browser and operating system issues.
• Software Guidance: Patiently navigate end-users through “how-to” questions and feature workflows within Eyefinity software.
• Triage & Escalation: Utilize and follow knowledge base articles provided by upper-tier teams to resolve tickets efficiently within required SLA targets.
• Ticket Management: Accurately document, update, and manage ticket lifecycles using Salesforce, Microsoft Teams, and Outlook.

• Technical Aptitude
• Verbal Communication
• Written Communication
• Troubleshooting
• Call Center Support
• Help Desk
• Problem Solving
• Ticketing Systems
• SalesForce.com

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