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
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Serve as the primary contact for dealer and distributor inquiries via the Freshdesk ticketing system.
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Manage ticket intake, categorization, and routing using defined workflows.
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Quickly resolve routine or well-documented issues utilizing our AI-powered knowledge base (ASC GPT).
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Ensure all necessary documentation is complete before escalating complex cases to Tier 2 Support or product/engineering teams.
Operational Tasks & Data Maintenance
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Perform minor data and content edits across various systems (e.g., contracts, dealer profiles, CRM records).
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Prepare and format internal documents and forms using established templates.
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Maintain strict data accuracy, following defined version-control and approval steps for all updates.
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Consistently update ticket notes, logs, and CRM entries to maintain clean, comprehensive records.
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Assist with system housekeeping tasks, including archiving closed tickets, asset tagging, and metadata updates.
Knowledge & Documentation
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Maintain and update Standard Operating Procedures (SOPs), FAQs, and support scripts within Freshdesk and ASC GPT.
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Document new workflows using Scribe or equivalent tools.
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Continuously refine AI prompts and SOP content to maximize team efficiency.
Required Skills & Experience
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2–4 years of experience in a customer/technical support, service desk, or data-ops environment.
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Proficiency with Freshdesk (or a similar ticketing platform).
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Proven experience handling routine data or contract updates with exceptional attention to accuracy.
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Comfort and experience using AI tools (e.g., ChatGPT, Claude, Freshdesk AI Assist, or ASC GPT) to streamline support responses and documentation.
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Solid English written communication skills, with the ability to summarize technical issues clearly and concisely.
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A strong process-oriented mindset—ability to follow instructions precisely and document work consistently.
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Availability that overlaps with Canadian business hours (4–6 hours/day minimum).