[Hiring] Customer Support Specialist @Miovision

Role Description

At Miovision, we are building the infrastructure to keep the world's traffic flowing smoothly, but occasionally, our customers hit a technical roadblock. That's where you come in! We are looking for a highly organized Customer Support Specialist to act as our frontline roadside assistance for our Intelligent Transportation Systems (ITS) customers. Your primary mission will be to clear up congestion in our support queue, answering tickets and guiding customers through whatever technical detours they face. To be our ultimate traffic director of IT support, you'll need stellar interpersonal skills, experience under the hood with hardware and software systems, and the ability to quickly triage complex pile-ups. Ultimately, a top-notch Support Specialist can effortlessly navigate and resolve technical issues, whether on-site or via remote access, getting our customers back in the fast lane.

Note that our ideal candidate is able to conversationally speak both French and English, to support customers in both languages.

Objectives and Responsibilities

• Frontline Defender: 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.
• Technical Sleuth: Speak directly with customers to dig into the details and accurately diagnose the root cause of hardware, software, or complex networking issues.
• Solution Architect: Empower customers by providing clear, effective resolution options tailored to their specific technical needs.
• Deployment Guide: Provide expert assistance while customers install new hardware systems, roll out software upgrades, or set up networking communications.
• Knowledge Sharer: Deliver hands-on technical and operational training to ensure customers get the absolute most out of our products.
• Documentation Champion: Meticulously document issues and resolutions, and actively create or edit knowledge base articles to keep our internal library fresh, reliable, and up to date.
• Escalation Expert: Seamlessly collaborate with our engineering teams to escalate, investigate, and resolve highly complex technical cases.
• Process Optimizer: Continuously look for ways to tweak and improve both internal workflows and the external customer support experience.
• Fulfillment Tracker: Manage RMA and warranty parts order submissions, diligently tracking them through to successful fulfillment.
• Triage Master: Efficiently route specialized tickets to the appropriate Subject Matter Experts (SMEs) and ensure lightning-fast response times for our users.
• The Voice of the Customer: 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.

Qualifications

• Tech-Savvy: You easily absorb complex technical concepts regarding our products and perfectly align them with our customers' unique requirements.
• Deeply Empathetic: You have a genuine passion for understanding people and the empathy required to truly deliver exactly what they need when things go wrong.
• Assertive: You are assertive, a natural problem solver, and a proactive builder who elevates the people and processes around you.
• Multi-Faceted Thinker: You bring a powerhouse combination of creative, strategic, analytical, organizational, and relationship-building skills to the table.
• Master Communicator: Your oral and written communication skills are crisp, clear, highly professional, and easy for non-technical folks to understand.

Requirements

• You bring a proven track record from prior experience in tech support, desktop support, or a closely related frontline IT role.
• You possess phenomenal problem-solving skills and genuinely enjoy the satisfaction of untangling tricky technical knots.

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.