Customer Support Specialist - Remote

Overview

Miovision is a global industry leading company providing agencies and organizations modern tools to improve today's traffic problems. We offer solutions that collect multimodal traffic data and uncover actionable insights, helping organizations get more out of their road network. The result: streets capable of moving more people – safely and efficiently – whether they are in a car, on a bus, on a bike or e-scooter, or walking. Since 2005, our systems have counted or assisted more than thirty billion vehicles around the world. With global headquarters in Kitchener, Canada, as well as operations in Germany, Serbia and the United States. For more information, visit miovision.com.

In Short

• 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.
• Collaborating on internal and external process optimization and improvement.

Requirements

• 3+ years experience in a technical support related function.
• Required passion and empathy to understand your customers and deliver to their needs.
• 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.

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).