Position Summary:

We are looking for a proactive, tech-savvy Customer Support Specialist to join our Customer Care team and provide exceptional front-line IT support to all our customers with a primary focus on our Opticom and ITS customers. Your primary function will be to answer support tickets and assist with whatever technical issues the customer may be facing. 

To succeed in this role. you should have experience supporting both hardware and software systems, strong interpersonal skills, and the ability to triage complex IT issues. A top-performing Customer Support Specialist can quickly identify and resolve technical issues on-site and via remote access.

Key Accountabilities:

We are looking for a motivated, professional, and innovative colleague that combines an extensive knowledge of networking systems with strong customer orientation.  As a Customer Support Specialist, you are responsible for:

• Serving as first point of contact responding to technical support tickets, chats and other customer inquiries.
• Working directly with customers to understand and diagnose technical issues.
• 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.
• Delivering technical or operational training to customers as needed.
• Documenting 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 tickets to the appropriate subject matter experts and following through to ensure a 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

Skills/Qualifications:

• Tech-savvy person with the ability to understand technical concepts around our product and our customer’s requirements, and align the two.
• Experience in technical support, desktop support, or a similar role.
• Passion and empathy to understand your customers and help them achieve their goals.
• Demonstrated leadership qualities with an 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.
• Experience with remote desktop applications and help desk software.
• Excellent problem-solving skills.

Additional Assets:

• Degree in computer science or information technology.
• Fluent in additional languages  
• Knowledge of the traffic industry and understanding of Emergency Vehicle Preemption (EVP).
• Experience in Tier 1 IT and networking support

Perks and Benefits: 

Note: We do offer flexible onsite and remote work options. Our Benefits are designed to reflect this and include:  

• 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)

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.

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 recruitment@miovision.com.

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.