Mobile Tech Support Specialist - Payments & Escalations

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

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.