Technical support specialist - l2 - customer care

• 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

• 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
• Willing to work late evening/overnight shifts
• Ability to pass a standard criminal record check
• 5 days a week in office

Bilingualism (English/French) is considered a strong asset for this customer care role

• 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