Technical Customer Support Representative - Richmond Hill

Randstad Canada; Richmond Hill; Hybrid; CAD 60,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Hybrid schedule

Vacation & personal days

Mentorship & training

Growth opportunities

Free parking

Job summary

Randstad Canada is seeking a Technical Client Support Specialist to provide inbound technical support and customer care for a Canadian client portfolio. The role offers a hybrid schedule with three days in the Richmond Hill office and two days remote, enabling a strong work‑life balance.

You will resolve technical inquiries, document issues, and collaborate with internal account executives to maintain client relationships. English fluency is mandatory in this English‑only position.

Qualifications

• 2–3 years in technical support, customer care or sales support roles.
• Excellent English written and spoken communication.
• Experience handling a high volume of inbound calls and tickets.
• Familiarity with Zendesk, Jira, ServiceNow or Salesforce.

Responsibilities

• Handle high volume inbound calls and provide technical assistance.
• Support internal account executives with technical information to assist portfolios.
• Maintain calm, empathetic, and professional communication with clients.
• Log and document all support requests and resolutions in the ticketing system.
• Guide clients through step‑by‑step solutions and escalate when needed.

Skills

Technical support experience

English proficiency

High-volume calls

Customer care

Tools

Zendesk

Jira

ServiceNow

Salesforce

Job description

Are you a passionate problem-solver looking to elevate your career and make a tangible impact in the realm of customer care? We are currently seeking a highly motivated and detail-oriented Technical Client Support Specialist to join our client's dynamic, innovative, and rapidly growing team. In today’s fast-paced, technology-driven world, providing exceptional customer care is the cornerstone of business success. If you have a knack for untangling complex technical issues and a passion for helping others succeed, this is the perfect opportunity for you.

As a Technical Client Support Specialist, you will serve as the primary point of contact for inbound technical inquiries, playing a crucial role in maintaining seamless operations and ensuring high satisfaction rates. We understand that top talent thrives in flexible environments, which is why this role offers a highly desirable hybrid work schedule. You will enjoy the best of both worlds with three days working collaboratively in the vibrant office environment and two days working remotely from the comfort of your home, allowing for an excellent work-life balance.

In this pivotal customer care role, your day-to-day activities will revolve around managing inbound calls and delivering top-tier technical support. You will not only be assisting external clients but also providing critical, ongoing support to internal account executives. By bridging the gap between complex technical operations and client-facing business goals, you will ensure that account executives have the technical backing they need to maintain strong client relationships.

Utilizing modern helpdesk software and diagnostic tools, you will listen to user concerns, analyze system issues, walk individuals through step-by-step troubleshooting procedures, and upscale complex network or software problems to specialized engineering teams when necessary. Your ability to translate technical jargon into clear, actionable, and friendly advice is what will set you apart as a leader in customer care.

Furthermore, this Technical Client Support Specialist position is highly rewarding, offering a competitive annual salary ranging from $60,000 to $75,000, commensurate with your experience and technical proficiency. We are committed to connecting ambitious professionals with roles that truly match their skill sets and career aspirations. By joining this organization, you are stepping into a customer care environment that values continuous learning, proactive problem-solving, and collaborative teamwork. You will have the opportunity to master new software platforms, refine your interpersonal communication skills, and build a lasting career in the thriving tech support sector. Your dedication to resolving inbound inquiries efficiently will directly contribute to the overall operational excellence and reputation of the company.

Please note that this specific Technical Client Support Specialist role is an English-only position. Exceptional fluency in the English language is a strict requirement, as you will be primarily responsible for handling inbound calls, documenting technical tickets, and providing dedicated customer care to a wide array of clients and account executives who operate exclusively in English. Clear, articulate, and professional English communication—both verbal and written—is essential to accurately diagnose technical issues and ensure a seamless support experience.

Advantages

• Competitive base salary of $60,000 to $75,000, based on experience.
• Hybrid work flexibility: 3 days in the Richmond Hill office and 2 days remote.
• 3 weeks vacation plus paid personal and sick days.
• Direct mentorship and training from industry experts who prioritize your career well-being.
• Opportunities for growth.
• Free parking on site.

Responsibilities

• Answer and manage a high volume of inbound calls from clients requiring immediate technical assistance and troubleshooting.
• Provide comprehensive technical support to internal account executives, ensuring they have the technical information necessary to assist their portfolios.
• Deliver exceptional customer care by maintaining a calm, empathetic, and professional demeanor during all user interactions.
• Log, track, and thoroughly document all support requests, troubleshooting steps, and final resolutions within the company’s internal ticketing system.
• Walk clients and account executives through step-by-step solutions, adapting your communication style to match the user's technical literacy.

Qualifications

• Minimum of 2 to 3 years of proven experience in a technical support, customer care or sales support role.
• Demonstrable experience handling a high volume of inbound calls while maintaining exceptional quality and accuracy.
• Previous experience supporting B2B clients or collaborating directly with sales teams and account executives is highly preferred.
• Expert-level proficiency in English (written and spoken) to effectively communicate technical concepts to a diverse audience.
• Familiarity with modern ticketing systems (such as Zendesk, Jira, or ServiceNow) and CRM platforms (such as Salesforce).
• Ability to commute to the office 3 days a week as part of the mandatory hybrid scheduling requirement.
• A proactive mindset with a genuine passion for technology, customer care, and continuous professional learning.

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 [e-mail] to ensure their ability to fully participate in the interview process.