Technical Support Associate (Temporary)

WASH; Los Angeles (CA); On-site; USD 45,000 - 65,000; Full time

Job summary

WASH is seeking a Technical Support Associate in Los Angeles, California. This role involves providing email support for the WASH-Connect mobile app, troubleshooting issues across iOS and Android, and guiding the Level 1 support team.

The ideal candidate should possess a relevant degree, strong organizational skills, and the ability to manage multiple cases. Fluency in English along with Spanish or French is a plus. WASH promotes an environment of customer service excellence and offers a dynamic workplace.

Qualifications

• 1-2 years’ experience in a corporate environment.
• Strong accountability and dedication to results.
• Ability to thrive in a high-performance environment.

Responsibilities

• Provide high-quality service experience and troubleshoot issues.
• Respond to escalated customer inquiries via email.
• Use Freshdesk for case management and ticket prioritization.
• Collaborate with engineering to address bugs and improve functionality.

Skills

Mobile OS environments navigation

Professional communication

Organizational skills

Bilingual (English/Spanish or English/French)

Education

Bachelor’s or Associate’s degree in IT or related field

Tools

Freshdesk

System admin tools

Job description

Job Overview

WASH is seeking a detail‑driven Technical Support Associate who excels at solving complex technical issues while elevating the customer experience. This role provides email‑based support to customers using the proprietary WASH‑Connect mobile app and offers internal support and guidance to the Level 1 support team.

Responsibilities

• Customer Experience Ownership — Provide a high‑quality service experience by anticipating needs, removing friction, and following through on commitments
• Troubleshoot Mobile App Issues — Diagnose and resolve problems across iOS and Android, including permissions, connectivity, app behavior, and device‑specific issues
• Provide Advanced Email Support — Respond to escalated customer inquiries with clarity, empathy, and technical precision
• Use Freshdesk for Case Management — Manage, prioritize, and resolve tickets using Freshdesk, ensuring accurate categorization, documentation, and SLA adherence
• Leverage Internal Diagnostic Tools — Utilize internal system admin sites to investigate account setup issues, payment processing errors, and backend data inconsistencies
• Serve as an Escalation Point for Level 1 — Provide guidance, answer questions, and resolve cases escalated by the Level 1 team
• Monitor Level 1 QA & Performance — Review ticket quality, track performance metrics, and provide actionable feedback to ensure consistent customer experience
• Document Solutions & Insights — Create and maintain internal training documentation and knowledge articles to support both Level 1 and Level 2 teams
• Collaborate With Engineering — Partner with engineering to investigate pervasive bugs, propose improvements, and close user experience gaps through better functionality or design

Qualifications

• 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/Spanish or English/French is a plus
• Stable, high‑speed internet connectivity
• Dedicated, quiet workspace
• Reliable transportation and ability to report to local office, when necessary

We are an equal opportunity employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, disability, or status as a veteran, or because of any other federal, state, or local protected class. We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws. We may require associates to submit to drug testing after receiving an offer of employment, but before beginning their job with us. We comply with federal, state, and local laws with respect to the administration: E‑Verify in states requiring E‑Verify to determine the eligibility of U.S.‑based individuals to work in the U.S.

We respect the privacy of candidates for employment. WASH's Privacy Policy sets forth how we will use the information we obtain when you apply for a position through this careers site. The Privacy Policy is accessible at: https://www.wash.com/privacy-policy/. This Privacy Policy also includes important disclosures pursuant to the California Consumer Privacy Act. Please review the Privacy Notice carefully before submitting any information through this form. If you do not consent to the terms of this Privacy Policy, please do not submit information to us through this form, and instead contact Human Resources at [e-mail] to inquire about the position.