Customer Support Specialist

Summary

Join Miovision's Customer Care team as a Customer Support Specialist, providing first-line IT support to our Opticom customers. You will be the primary point of contact for resolving technical issues via support tickets and direct customer interaction. Success requires experience supporting hardware and software systems, strong interpersonal skills, and the ability to troubleshoot complex IT problems. You will be responsible for identifying and resolving technical issues, providing training, documenting resolutions, and collaborating with engineering teams. This role demands a motivated, professional, and innovative individual with extensive networking systems knowledge and a strong customer focus. Miovision offers a comprehensive benefits package including flexible work options.

Requirements

• Understand technical concepts around the product and customer requirements, and align the two
• 3+ years of experience in a technical support-related function
• Demonstrate passion and empathy to understand customers and deliver to their needs
• Demonstrate leadership qualities showing the ability to be assertive, a problem-solver, a builder, and improve people & processes
• Possess strong creative, strategic, analytical, organizational, and relationship skills
• Possess strong oral and written communication skills
• Have prior experience in tech support, desktop support, or a similar role
• Have experience with remote desktop applications and help desk software
• Possess excellent problem-solving skills

Responsibilities

• Respond to technical support tickets, chats, and other engagement procedures as the first point of contact
• Communicate directly with customers to determine the nature of technical issues
• Identify the nature of hardware, software, or networking issues
• Provide customers with resolution choices
• Assist with installing new hardware systems, software upgrades, or networking communications
• Provide some technical or operational training
• Document issues and case resolutions
• Work with engineering when escalating technical issues/cases
• Create and edit knowledge base articles, ensuring the library of known issues and resolutions is up-to-date. Participate in KCS guidance
• Collaborate on internal and external process optimization and improvement
• Provide RMA/Warranty Parts Order Submissions and follow up on fulfillment
• Triage tickets to appropriate SMEs for action and ensure timely responses to customers
• Interface with Engineering, Hardware, Product Management, and other teams for reporting bugs, resolving incidents, and support escalations
• Manage update and upgrade rollouts and schedules
• Handle intake of feature requests
• Act as a voice of the customer in meetings

Preferred Qualifications

• Have a degree in computer science or information technology
• Be fluent in additional languages
• Have knowledge of the traffic industry and understanding of Emergency Vehicle Preemption (EVP)
• Have Tier 1 IT and networking support experience

Benefits

• Comprehensive health benefits starting on day one
• RRSP Matching Plan
• Variable Incentive Plan
• Mio-Days: Four-day weekends and 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)
• Flexible onsite and remote work options