Tech Support Specialist: Master AI Tools & Data-Ops in a Cutting-Edge Environment
Tech Support Specialist: Miller Company is seeking a process-oriented and detail-focused Tier 1 Technical Support Specialist to be the first point of contact for our dealer and distributor network. This is a crucial, remote role responsible for initial inquiry triage, issue resolution using AI tools, and essential operational/data maintenance tasks. This is a Full-Time, Temporary/Contractual position within the IT Support Department, offering a fantastic opportunity to work with cutting-edge support technology.
Key Responsibilities
Support & Triage
Serve as the primary contact for dealer and distributor inquiries via the Freshdesk ticketing system.
Manage ticket intake, categorization, and routing using defined workflows.
Quickly resolve routine or well-documented issues utilizing our AI-powered knowledge base (ASC GPT).
Ensure all necessary documentation is complete before escalating complex cases to Tier 2 Support or product/engineering teams.
Operational Tasks & Data Maintenance
Perform minor data and content edits across various systems (e.g., contracts, dealer profiles, CRM records).
Prepare and format internal documents and forms using established templates.
Maintain strict data accuracy, following defined version-control and approval steps for all updates.
Consistently update ticket notes, logs, and CRM entries to maintain clean, comprehensive records.
Assist with system housekeeping tasks, including archiving closed tickets, asset tagging, and metadata updates.
Knowledge & Documentation
Maintain and update Standard Operating Procedures (SOPs), FAQs, and support scripts within Freshdesk and ASC GPT.
Document new workflows using Scribe or equivalent tools.
Continuously refine AI prompts and SOP content to maximize team efficiency.
Required Skills & Experience
2–4 years of experience in a customer/technical support, service desk, or data-ops environment.
Proficiency with Freshdesk (or a similar ticketing platform).
Proven experience handling routine data or contract updates with exceptional attention to accuracy.
Comfort and experience using AI tools (e.g., ChatGPT, Claude, Freshdesk AI Assist, or ASC GPT) to streamline support responses and documentation.
Solid English written communication skills, with the ability to summarize technical issues clearly and concisely.
A strong process-oriented mindset—ability to follow instructions precisely and document work consistently.
Availability that overlaps with Canadian business hours (4–6 hours/day minimum).