Miovision is hiring a
Customer Support Specialist, Remote - Worldwide

Summary

Miovision is hiring a Customer Support Specialist to provide front-line IT support to North American ITS customers. The role involves answering support tickets, identifying and resolving technical issues, providing assistance with hardware systems, software upgrades, and networking communications, and collaborating on process optimization.

Requirements

• 3+ years experience in a technical support related function
• Required passion and empathy to understand your customers and deliver to their needs
• Previously demonstrated leadership qualities that show your ability to be assertive, be a problem solver, be a builder, and improve people & processes around you
• Strong creative, strategic, analytical, organizational, and relationship skills
• Strong oral and written communication skills
• Prior experience in tech support, desktop support, or a similar role
• Experience with remote desktop applications and help desk software

Responsibilities

• Answer support tickets, chats, and other engagement procedures
• Talk directly to the customer to determine the nature of the technical issue
• Identify the nature of the hardware, software, or networking issue
• Provide the customer with resolution choices
• Provide assistance while installing new hardware systems, software upgrades, or networking communications
• Provide some technical or operational training
• Documentation of issues and case resolutions
• Work with engineering when escalating technical issues / cases
• Create and edit knowledge base articles, ensuring our library of known issues and resolutions is up to date. Participate in KCS guidance
• Collaborating on internal and external process optimization and improvement
• Providing RMA / Warranty Parts Order Submissions and following up on fulfillment
• Triaging these tickets to appropriate SMEs for action and ensuring timely response to customers
• Interfacing with Engineering, Hardware, Product Management and other teams for: Reporting bugs, resolving incidents, support escalations, managing update and upgrade rollouts and schedules, intake of feature requests, Acting as a voice of the customer in meetings

Preferred Qualifications

• Degree in computer science or information technology
• Fluent in additional languages a plus
• You have knowledge of the traffic industry
• You have Tier 1 IT and networking support experience

Benefits

• Comprehensive health benefits starting on day one
• RRSP Matching Plan
• Variable Incentive Plan
• Mio-Days : We extend all three-day weekends to four-days and provide a Holiday Shutdown in December
• Virtual Healthcare Service providing employees and their families access to healthcare providers 24/7
• Internet subsidy and a remote work allowance
• Enhanced paternity and maternity leaves
• Unlimited vacation policy
• Wellness offerings (Fitness, Mindfulness)