Customer Support Specialist

Go ember Inc • Montreal, QC

28d • Remote

About The Position

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.
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.

Requirements

• 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
• Ability to adapt and contribute in a fast-paced environment

Nice To Haves

• 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed