Technical Support Associate Jobs in Grand Rapids, MI

WASH is a company that our customers depend on to keep them going so they can provide valuable services to their clients across USA and Canada (Coinamatic Inc. and ParkSmart Inc). We strive to build a sense of purpose and achievement in the work we do while staying true to the DNA of our core values. We value our people and encourage the development of talented and motivated employees to support the continued performance and growth of our diverse operations. We have been the foundation of many successful careers. At our core we are an innovation driven, fast-paced team environment with a high performance culture.  If you are looking for a career that will challenge and engage you, is focused on customer care and quality service, then WE are the company for you.  We invite you to bring your passion and experience to our team!

WASH is seeking a highly capable, detaildriven Technical Support Associate who excels at solving complex technical issues while elevating the customer experience. In this role, you will provide emailbased 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.

• Customer Experience Ownership - Provide a highquality 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 devicespecific 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

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/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 of drug testing and consideration of test results, which may vary based on location.We participate in and comply with 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 hr@washlaundry.com to inquire about the position.