Call Center Technical Support Associate - Temporary
About The Position
WASH is seeking a highly capable, detail‑driven Technical Support Associate who excels at solving complex technical issues while elevating the customer experience. In this role, you will provide email‑based support to customers using our proprietary mobile app, WASH-Connect. WASH-Connect provides residents with a seamless, more convenient experience paying for their laundry directly from their phones. As a member of our broader Customer Experience organization, you will be in a critical position to deliver high-quality customer solutions, while also providing internal support and guidance to the Level 1 support team. This position is ideal for someone who thrives at the intersection of customer experience, technical troubleshooting, and team leadership. As a technical support specialist, connecting our customers with technology and our global support structure, your insights will help shape product improvements, close experience gaps, and strengthen our reputation as an industry-leading laundry partner.
Requirements
- Bachelor’s or Associate’s degree in Information Technology (IT), Computer Science, other related discipline, or equivalent applicable 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 and easily understandable resolutions and troubleshooting steps
- Strong organizational skills to manage multiple cases efficiently while maintaining accuracy and thorough documentation
- Strong sense of accountability and dedication to delivering outstanding results
- Promote a culture of customer service excellence
- Ability to thrive and adapt in a high-transaction, high-performance, evolving company culture
- Stable, high-speed internet connectivity
- Dedicated, quiet workspace
- Reliable transportation and ability to report to local office, when necessary
Nice To Haves
- Bi-lingual English/French is a PLUS++
Responsibilities
- Provide a high‑quality service experience by anticipating needs, removing friction, and following through on commitments
- Diagnose and resolve problems 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
- Utilize internal system admin sites to investigate account setup issues, payment processing errors, and backend data inconsistencies
- Provide guidance, answer questions, and resolve cases escalated by the Level 1 team
- Review ticket quality, track performance metrics, and provide actionable feedback to ensure consistent customer experience
- Create and maintain internal training documentation and knowledge articles to support 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
Benefits
- professional development
- promotional opportunities
- a learning environment
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
