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AI Summary
The specialist will investigate and resolve technical and operational issues for customers using the ember platform and in-vehicle devices. Responsibilities include managing support tickets, creating knowledge base articles, and collaborating with product and development teams.
Customer Support Specialist
Remote (Canada)
Full-Time
Who We Are
ember is an industry leader in interactive in-car passenger entertainment systems with integrated payment solutions that enhance the rider experience while providing brands with the opportunity to connect with an affluent and highly engaged audience.
What You’ll Do
As a Customer Support Specialist, reporting to the Director of Customer Success, you will support customers utilizing the ember platform and in-vehicle devices. You will work closely with customers across multiple communication channels including our support portal, email, and other emerging channels, to investigate, troubleshoot, and resolve technical and operational issues.
This role requires a strong communicator and problem solver who thrives in a fast-paced environment and is passionate about delivering a world-class customer experience.
Day-to-Day Responsibilities
- Respond to customer issues and inquiries based on priority and impact
- Troubleshoot software, hardware, payment, and operational issues related to ember devices
- Maintain accurate ticket and case documentation, including troubleshooting and resolution steps
- Escalate complex issues to development or technical teams as appropriate
- Create and maintain internal and customer-facing knowledge base articles and documentation
- Collaborate cross-functionally with support, operations, product, and dev teams
- Assist with device staging, logistics, and operational support when required
Qualifications
- Strong verbal and written communication skills in both English and French
- Excellent problem-solving and troubleshooting abilities
- Organized with strong attention to detail
- Ability to prioritize tasks and manage time effectively
- Comfortable with learning new technologies and systems
- Customer-focused mindset with a positive and professional attitude
- Experience with customer support, helpdesk, or ticketing systems is considered an asset
- Familiarity with Stripe, Android tablets, or mobile device management platforms is considered an asset
- Ability to adapt and contribute in a fast-paced environment
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