Note: The job is a remote job and is open to candidates in USA. Miovision is a company focused on enabling smart, fast, and safe transportation networks. They are seeking a highly organized Customer Support Specialist to provide frontline technical support for their Intelligent Transportation Systems customers, helping to resolve issues and enhance customer 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 Customer Support Specialist
- Stellar interpersonal skills
- Experience with hardware and software systems
- Ability to quickly triage complex technical issues
- Conversationally speak both French and English
- Act as the first point of contact for customers
- Swiftly respond to technical support tickets, live chats, and other engagements
- Accurately diagnose the root cause of hardware, software, or complex networking issues
- Provide clear, effective resolution options tailored to customer needs
- Assist customers with installing new hardware systems, rolling out software upgrades, or setting up networking communications
- Deliver hands-on technical and operational training
- Document issues and resolutions, and create or edit knowledge base articles
- Collaborate with engineering teams to escalate and resolve complex technical cases
- Continuously look for ways to improve internal workflows and customer support experience
- Manage RMA and warranty parts order submissions
- Efficiently route specialized tickets to appropriate Subject Matter Experts
- Interface with Engineering, Hardware, and Product Management to report bugs and manage upgrade rollout schedules
- Proven track record from prior experience in tech support, desktop support, or a closely related frontline IT role
- Phenomenal problem-solving skills
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
Miovision is a traffic optimization company that provides data monitoring, collection, and analysis. It was founded in 2005, and is headquartered in Kitchener, Ontario, CAN, with a workforce of 201-500 employees. Its website is https://miovision.com.