Call Center Technical Support Associate – Temporary

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

• 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

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

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

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