Customer Support Specialist

Summary

Join Miovision as a Customer Support Specialist and provide front-line IT support to our Opticom and ITS customers. Your main responsibility will be addressing support tickets and resolving technical issues. Success requires experience supporting hardware and software systems, strong interpersonal skills, and the ability to handle complex IT problems. You will be the first point of contact for technical support, troubleshooting issues, providing solutions, and installing new systems. Collaboration with engineering and other teams is crucial, as is creating and maintaining knowledge base articles. The role also involves managing updates, handling feature requests, and acting as a customer advocate.

Requirements

• Tech-savvy person to be able to understand technical concepts around our product and our customer’s requirements, and align the two
• 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
• Excellent problem-solving skills

Responsibilities

• First point of contact responding to technical support tickets, chats and other engagement procedures
• Talking directly to the customer to determine the nature of the technical issue
• Identifying the nature of the hardware, software, or networking issue
• Providing the customer with resolution choices
• Providing assistance while Installing new hardware systems, software upgrades, or networking communications
• Providing some technical or operational training
• Documentation of issues and case resolutions
• Working with engineering when escalating technical issues / cases
• Creating and editing 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 and understanding of Emergency Vehicle Preemption (EVP)
• 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)