Technical Support Associate (Temporary)

About the role

We are seeking a highly capable, detail-driven Technical Support Associate to join our dynamic team. This role offers a unique opportunity to connect customers with technology and our global support structure, helping to shape product improvements and enhance our reputation as an industry leader.

Responsibilities

• Provide email-based support to customers using our proprietary mobile app, WASH-Connect.
• Troubleshoot mobile app issues across iOS and Android, including permissions, connectivity, app behavior, and device-specific issues.
• Respond to escalated customer inquiries with clarity, empathy, and technical precision.
• Manage, prioritize, and resolve tickets using Freshdesk, ensuring accurate categorization, documentation, and SLA adherence.
• Leverage internal diagnostic tools to investigate account setup issues, payment processing errors, and backend data inconsistencies.
• Serve as an escalation point for Level 1 support, providing guidance, answering questions, and resolving cases.
• Monitor Level 1 Quality Assurance and performance, reviewing ticket quality and tracking metrics for consistent customer experience.
• Create and maintain internal training documentation and knowledge articles for both Level 1 and Level 2 teams.
• Partner with engineering to investigate pervasive bugs, propose improvements, and close user experience gaps through better functionality or design.

Requirements

• Bachelor’s or Associate’s degree in Information Technology (IT), Computer Science, or a related discipline, or equivalent relevant work experience.
• Minimum of 1-2 years’ experience in a corporate environment.
• Intermediate or advanced level skills navigating mobile OS environments, system admin tools, and troubleshooting workflows.
• Experience with payment processing tools is a plus.
• Professional communication skills to clearly diagnose issues and deliver accurate, easily understandable resolutions and troubleshooting steps.
• Strong organizational skills to manage multiple cases efficiently while maintaining accuracy and thorough documentation.
• A strong sense of accountability and dedication to delivering outstanding results.
• The ability to promote a culture of customer service excellence.
• Bi-lingual English/Spanish or English/French is a plus.
• Stable, high-speed internet connectivity.
• Dedicated, quiet workspace.
• Reliable transportation and ability to report to a local office, when necessary.