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.
Position Summary
Customer Success is looking to hire a well-organized Customer Support Specialist to provide front-line IT support to all our customers with a primary focus on the EMEA region and our German speaking customer base. Your primary function will be to answer support tickets and assist with whatever technical issues the client may be facing.
To ensure success as a Customer Support Specialist, you should have experience supporting hardware and software systems, high-level interpersonal skills, and the ability to triage complex IT issues. Ultimately, a top-notch Support Specialist can easily identify and solve 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 web technologies with strong customer orientation. As a Customer Support Specialist, you are responsible for:
- 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. 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 these tickets to appropriate SMEs for action and ensuring 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
- Fluent in English and German.
- Looking for a tech-savvy person to be able to understand technical concepts around our product and our customer’s requirements, and align the two.
- Required passion and empathy to understand your customers and deliver to their needs
- Previously demonstrated leadership qualities that show your 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
- Prior experience in tech support, desktop support, or a similar role.
- 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 a plus
- You have knowledge of the traffic industry
- You have Tier 1 IT and networking support experience
Perks and Benefits
- Competitive compensation
- Remote first culture - 100% working from home to feel comfortable and productive
- Private health insurance with great coverage, including dental services
- Bonuses based on company-measured targets
- 20+days Paid Time-Off
- Additional days off to make weekends longer (Mio Days)
- Office equipment provided
- Team building and company-organized events
- Weekly social time - games
- Standard working hours
- Most importantly, opportunities to grow into more senior and technical roles
Please submit your application in English.
Miovison (Traffop doo)
Miovision provides cities with modern tools to fix today's traffic problems. We offer solutions that collect multimodal traffic data and uncover actionable insights, helping municipalities 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 more than nine billion vehicles around the world. Our head office is located in Kitchener,…