Responsibilities:
- Serve as the frontline defender by responding to support tickets and live chats, diagnosing technical root causes, and providing tailored resolution options to customers.
- Guide customers through hardware installations and software upgrades, deliver operational training, and meticulously document issues and solutions for the knowledge base.
Workflow and Collaboration:
- Efficiently triage and route specialized tickets to subject matter experts, manage RMA and warranty order fulfillment, and escalate complex cases in collaboration with engineering teams.
- Act as the voice of the customer by interfacing with cross-functional teams to report bugs, manage upgrade schedules, and advocate for customer needs in meetings.
Candidate Profile:
- Possess a proven track record in tech or desktop support, with strong technical aptitude to absorb complex product concepts and align them with customer requirements.
- Demonstrate deep empathy, assertive problem-solving skills, and excellent communication abilities to untangle technical issues and support both English and French-speaking customers.
- Exhibit a multifaceted skill set combining analytical, organizational, and relationship-building strengths to improve internal workflows and the customer support experience.
Miovision
Miovision provides traffic signal planning and operations solutions powered by advanced AI to enable smart and efficient transportation networks for communities. It is a growing company focused on driving the Intelligent Mobility Revolution, emphasizing values like teamwork, customer centricity, and continuous improvement.