Customer Support Specialist

About Miovision

Miovision is focused on helping transportation networks run more intelligently so communities can move safely, quickly, and efficiently. Using advanced traffic AI, the company builds solutions that improve signal planning and operations for cities and enhance the experience of drivers, cyclists, and pedestrians.

The organization is guided by a set of core values: a strong drive to win, collaboration across teams, ongoing improvement, ownership and urgency in execution, and a customer-first mindset.

Role Summary

Miovision is looking for a highly organized Customer Support Specialist to serve as the first line of technical help for Intelligent Transportation Systems customers. In this role, you will manage support requests, troubleshoot hardware, software, and networking issues, and help customers overcome technical problems through both on-site and remote support. The ideal candidate can communicate comfortably in both English and French.

Key Responsibilities

You will respond to support tickets, live chat conversations, and other customer interactions with professionalism and a helpful approach. You will investigate technical problems by speaking with customers, identifying root causes, and recommending practical solutions tailored to their needs. The position also includes helping customers with hardware installations, software upgrades, and network setup, as well as delivering hands-on product and operational training.

In addition, you will keep detailed records of issues and fixes, contribute to knowledge base content, collaborate with engineering teams on complex escalations, and look for ways to improve support processes. You will also handle RMA and warranty part requests, route specialized cases to the right subject matter experts, and work with Engineering, Hardware, and Product Management to share bug reports, manage incident resolution, coordinate upgrade rollouts, and communicate customer feedback.

Ideal Background

The right person will be comfortable with technical products and able to quickly understand how they fit customer needs. Strong empathy, assertiveness, analytical thinking, organization, relationship-building ability, and excellent communication skills are important. Prior experience in tech support, desktop support, or a related frontline IT role is expected, along with strong problem-solving ability and a genuine interest in solving difficult technical issues.

Benefits and Rewards

Miovision offers comprehensive health coverage from day one, access to 24/7 virtual healthcare, and wellness programs. Employees can also take advantage of RRSP/401K matching and a variable incentive plan. The company supports rest and recovery through Mio-Days and a flexible vacation policy, along with flexible work arrangements, an internet subsidy, a remote work allowance, and enhanced leave for new parents.

Additional Information

Miovision is an equal opportunity employer and welcomes candidates from all backgrounds. If accommodation is needed during the application process, the company asks applicants to mention it so support can be provided.

The company may use artificial intelligence tools to assist with parts of the hiring workflow, such as candidate identification, meeting notes, summaries, and administrative tasks. These tools are only one input in the hiring process and do not replace human judgment or determine final hiring decisions.

Applicants are warned to watch for recruitment fraud. Miovision states that it only communicates directly with candidates, never asks for banking details, payment, or fees, and does not interview by text message. If anyone appears to be impersonating the company or requesting payment, candidates should report it to the provided recruitment contact.

Miovision also does not accept recruitment agency solicitation or unsolicited resumes, and it will not pay fees for such submissions.

Compensation

The expected pay range for this role is CA$50,000 to CA$60,000 per year.

Values

• Drive to win with speed, clarity, and intensity.
• Work as one team and put the shared mission ahead of ego.
• Keep learning, stay curious, and build mastery every day.
• Take ownership and act quickly to deliver results.
• Focus on earning customer trust through outstanding experiences.