Customer Support Specialist
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
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