Technical Support Specialist - L2 - Customer Care

Are you a technical problem-solver who excels at deconstructing complex issues while providing a premium experience? As a global leader in talent solutions, Randstad Professional is seeking a dedicated Technical Support Specialist (L2) to join a dynamic customer care team in Mississauga, Ontario. Our recruiters are experts in the customer care and technical sectors, and they are ready to help you take the next step in your career journey.

In this role, you will act as a critical escalation point, bridging the gap between front-line support and deep-tier engineering. You will be part of a team that values analytical rigor and a compassionate, person-centered mindset. This is a permanent, full-time position with hybrid eligibility after your initial probationary period. You will be working for one of our premier clients, benefiting from their innovative environment while supported by Randstad’s career-building resources.

As a Technical Support Specialist (L2) within our customer care specialization, you will handle escalated inquiries and provide advanced technical support for centralized service programs. You will serve as the primary point of contact for service provider support, conducting detailed investigations into system issues and mentoring L1 agents to improve overall team performance. This role requires a sophisticated blend of technical expertise and the ability to interpret complex policy and technical information for various stakeholders.

For this specific role, we require a professional who is comfortable working in a bilingual environment. While English is the primary language of business, the ability to communicate effectively in both official languages is a significant asset for coordinating with national service providers.

Randstad Professional: Find the right job, love what you do, and develop your career. With access to a wide range of roles with top employers, a global community of professional peers, and specialized training and support, we’ll be your guiding partner and help you build a rewarding career.

Advantages
• Competitive salary range of $65,000 - $70,000 per year.
• Hybrid work model (eligible after the successful completion of probation).
• Opportunities for professional growth within the customer care and technical support streams.
• Work with a global leader in talent solutions that prioritizes your career fulfillment.
• Comprehensive benefits and a supportive team environment.
• Secure a permanent, full-time role in the professional services industry.

Responsibilities
• Serve as the primary escalation point for L1 agents on complex technical cases and service inquiries.
• Investigate high-level complaints, including service timing disputes and compliance concerns.
• Gather and analyze evidence for claims involving credential verification and system behavior.
• Analyze data and prepare detailed findings for escalation to L3 Engineering or senior management when system-level modifications are required.
• Manage service provider onboarding and offboarding processes.
• Provide technical guidance on API connectivity, portal configuration, and integration requirements.
• Troubleshoot portal issues and connectivity problems while advising on service functionality.
• Conduct quality monitoring and provide coaching feedback to L1 agents to ensure customer care excellence.
• Review and recommend improvements to Standard Operating Procedures (SOPs) and knowledge base content.
• Identify process inefficiencies and assist in the preparation of operational reports for leadership.
• Maintain comprehensive audit trails and document all investigation outcomes within the case management system.

Qualifications
• 2-3 years of experience in a contact centre or technical support role with a progression to senior or specialist levels.
• Demonstrated experience handling technical escalations and mentoring junior staff.
• Strong understanding of web-based applications, authentication methods, and API integration.
• Availability for rotating shifts within the hours of 9 AM – 10 PM ET, Monday to Friday.
• Ability to pass a standard criminal record check.
• Bilingualism (English/French) is considered a strong asset for this customer care role.

Summary
We are your partner for talent, helping you not just find a job you love, but also build a successful career that offers work-life balance and professional fulfillment. Our recruiters are experts in their fields and are dedicated to finding the right fit for your unique expertise.

If this role isn't the perfect fit, reach out to our team to explore other exciting opportunities that match your career ambitions.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.