[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. Miovision is a company focused on unlocking transportation networks through advanced traffic AI. They are seeking a highly organized Customer Support Specialist to assist customers with technical issues related to their Intelligent Transportation Systems, ensuring a smooth user experience.

Responsibilities

• Act as the first point of contact for our customers, swiftly responding to technical support tickets, live chats, and other engagements with a helpful and positive attitude
• Speak directly with customers to dig into the details and accurately diagnose the root cause of hardware, software, or complex networking issues
• Empower customers by providing clear, effective resolution options tailored to their specific technical needs
• Provide expert assistance while customers install new hardware systems, roll out software upgrades, or set up networking communications
• Deliver hands-on technical and operational training to ensure customers get the absolute most out of our products
• Meticulously document issues and resolutions, and actively create or edit knowledge base articles to keep our internal library fresh, reliable, and up to date
• Seamlessly collaborate with our engineering teams to escalate, investigate, and resolve highly complex technical cases
• Continuously look for ways to tweak and improve both internal workflows and the external customer support experience
• Manage RMA and warranty parts order submissions, diligently tracking them through to successful fulfillment
• Efficiently route specialized tickets to the appropriate Subject Matter Experts (SMEs) and ensure lightning-fast response times for our users
• Interface seamlessly with Engineering, Hardware, and Product Management to report bugs, resolve incidents, manage upgrade rollout schedules, intake feature requests, and fiercely advocate for the customer in cross-functional meetings

Skills

• Highly organized
• Stellar interpersonal skills
• Experience with hardware and software systems
• Ability to quickly triage complex technical issues
• Conversationally speak both French and English
• Proven track record from prior experience in tech support, desktop support, or a closely related frontline IT role
• Phenomenal problem-solving skills
• Deeply empathetic
• Assertive
• Multi-faceted thinker
• Master communicator

Benefits

• Comprehensive Coverage: Your well-being is covered from day one with comprehensive health benefits, 24/7 virtual healthcare access, and dedicated wellness programs.
• Financial Future: Build for tomorrow with our RRSP/401K Matching Plan and share in the company's success through our Variable Incentive Plan.
• Time to Recharge: Truly unplug with our unique Mio-Days and flexible vacation policy.
• Work & Life Support: We support you with flexible work options, an internet subsidy, a remote work allowance, and enhanced leave for new parents.

Company Overview