Customer Support Specialist at Miovision

About Miovision: At Miovision, we’re unlocking transportation networks that move you. Our vision and mission is to enable smart, fast, safe communities that simply flow, as we drive the Intelligent Mobility Revolution. Backed by the world’s most advanced traffic AI, Miovision’s innovations in traffic signal planning and operations are making it possible for cities to improve the transportation experience for drivers, cyclists and pedestrians. Our values drive us. They’re at the core of everything we do. If they align with yours, proceed through the GREEN light! - All in to win: We're driven by a winning mindset, approaching every challenge with intensity, clarity, and speed. - One Miovision: We succeed as one team, uniting diverse talents, building on trust, and putting our shared mission before ego. - Be better every day: We're committed to continuous growth, staying curious, building mastery, and embracing challenges as learning opportunities. - Make it happen: We are proactive and results-driven, taking ownership, acting with urgency, and focusing on solutions that deliver real impact. - Earn the customer: We are deeply customer-centric, focused on earning our customers' partnership every day by delivering exceptional experiences that drive their success. Position Summary: 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. The Ideal Profile: - 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. - The Background: You bring a proven track record from prior experience in tech support, desktop support, or a closely related frontline IT role. - Puzzle Solver: You possess phenomenal problem-solving skills and genuinely enjoy the satisfaction of untangling tricky technical knots. Your Rewards & Well-being: We invest in our team with benefits designed for modern life and true work-life balance. - 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. Sound like your next adventure? Apply now and let's start building together! We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Please indicate if you require accommodation on your application, and our team will work with you to meet your accessibility needs. Miovision may use artificial intelligence (AI) to assist in the hiring process for tasks such as helping to identify qualified candidates, taking meeting notes, creating summaries, and streamlining administrative work. These tools are one of several factors considered in the hiring process and do not replace human judgement. We do not use AI to make any final hiring or interview decisions. PLEASE BE AWARE OF FRAUD: Applicants interested in applying for roles at Miovision should apply directly via the details provided on our careers page. We communicate directly with applicants and will not request banking information, payment, or fees during any point of the recruitment process. We do not conduct interviews via text message. If you suspect that a third party is impersonating Miovision or requesting payment for recruitment on behalf of Miovision, please alert us via [Upgrade to PRO to see contact]. To all recruitment agencies: Miovision does not accept agency solicitation or resumes. Please do not forward resumes to our HR alias e-mail address, to any Miovision employee, or to other Miovision e-mail addresses. Miovision will not pay any fees related to unsolicited resumes.