Call Center Technical Support Associate – Temporary

Jobtailor; California (MO); On-site; USD 52,000 - 78,000; Full time

Job summary

Jobtailor is seeking a customer support engineer to provide a high-quality service experience for users on iOS and Android, anticipating needs, removing friction, and following through on commitments.

You will diagnose issues, manage tickets in Freshdesk, document steps, and collaborate with engineering to close user experience gaps. A bachelor's or associate degree in IT and 1–2 years in a corporate setting are expected.

Qualifications

• Bachelor’s or Associate’s degree in Information Technology or related field.
• 1–2 years’ experience in a corporate environment.
• Experience navigating mobile OS environments and troubleshooting workflows.
• Strong communication and documentation skills.
• Ability to deliver accurate resolutions and guidance.

Responsibilities

• Provide high-quality service by anticipating needs and following through on commitments.
• Diagnose and resolve issues across iOS and Android, including permissions and connectivity.
• Respond to escalated inquiries with clarity and empathy.
• Manage tickets in Freshdesk with proper categorization and SLA adherence.
• Investigate account setup issues and payment processing errors using internal systems.
• Guide and resolve cases escalated by Level 1 team.
• Review ticket quality and provide feedback for improvement.
• Create training docs and knowledge articles for Level 1 and 2 teams.
• Collaborate with engineering to address bugs and improve user experience.

Skills

Troubleshooting

System administration

Ticket management

Customer service

Communication

Organizational skills

Accountability

Team collaboration

Empathy

Problem solving

Adaptability

Clarity

Feedback

Education

Bachelor’s degree in Information Technology

Associate’s degree in Information Technology

Tools

Freshdesk

Payment processing tools

Job description

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

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
• Bi‑lingual English/French is a PLUS

Hard Skills

• iOS
• Android
• troubleshooting
• system administration
• payment processing
• ticket management
• Freshdesk
• performance metrics
• documentation
• customer service

Soft Skills

• communication
• organizational skills
• accountability
• customer service excellence
• empathy
• clarity
• problem‑solving
• adaptability
• team collaboration
• feedback

Certifications & Qualifications

• Bachelor’s degree in Information Technology
• Associate’s degree in Information Technology