Customer Support Specialist

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.

• 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.

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.

• 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.

• Tech‑Savvy: You easily absorb complex technical concepts regarding our products and perfectly align them with our customers’ unique requirements.
• Deeply…