Technical Support Engineer II - Remote
About The Position
As the industry experts, Insight LPR is devoted to providing Law Enforcement agencies, Commercial Real Estate owners, Homeowners, and Automotive Finance companies with the promise of security through cutting-edge License Plate Recognition technology solutions. With real-time alerts and searchable data, along with a longer read range and higher vehicle speed capture than the leading competitors, customers can have confidence that they’re receiving the best service with the best security. Designed to deliver a superior experience, the InsightLPR solutions platform is a complete integrated solution made to enable business owners, law enforcement officers, and repossession agents achieve greater operational efficiency while reducing costs and increasing profitability. As a member of the Support team, you are the first point of contact for customers and as such, you form part of the team that helps customers solve issues and minimize the impact to their business. We strive to solve customer queries by providing the best customer experience with the quickest solution. For this role, you will develop relationships and build rapport quickly with customers. In addition, you will investigate and utilize your troubleshooting skills in solving customers technical and nontechnical queries. For this, you will rely on your critical thinking skills using facts and analytics to not only fix problems but also to implement workarounds and offer suggestions for change and continuous improvement
Requirements
- Previous Experience in: Customer service and in communicating both written and verbal
- Previous Experience in: Communicating technical concepts to both technical and non-technical customers
- Previous Experience in: Building strong relationships with customers and with team members
- Previous Experience in: Balancing time among multiple activities
- Previous Experience in: Solving customer inquiries
- Previous Experience in: Managing time effectively to meet deadlines
- Foundation level in handling customers with patience, tact, and empathy
- Troubleshooting, problem-solving, and critical thinking skills
- Internal and external conflict resolution and negotiation skills
- Working with Windows OS, SQL, networking, TCP/IP, .NET, and PCI Compliancy requirements
- Foundation level in understanding and learning complex technical topics quickly
- Continuous improvement mindset and preparedness for new approaches and solutions to enhance the Customer Support process
- Demonstrate good judgment using facts and analytics
- Highly organized and efficient with strong attention to detail
- Self-motivated with a passion for customer service and IT and the ability to learn and adapt to new technologies
- Associates degree in Computer Science or equivalent education/work experience
Nice To Haves
- 2-7 years of experience working in a fast-paced customer service/support role in call center environments is preferred
- Previous experience with License Plate Recognition Cameras is desired
Responsibilities
- Provide first-class customer service/support via telephone, email, chat, and any future channel
- Conduct preliminary investigation: replicate, validate, and troubleshoot issues/tickets raised by customers
- Triage inbound customer communications, monitor priority of tickets assigned to the queue, and process and escalate tickets accordingly
- Communicate proactively with customers using clear, professional, and effective communication
- Leverage all approved internal knowledge base to deliver up to date service to our customers
- Partner with Business Analysts to improve the customer experience through product design enhancements after software updates/upgrades are released
- Provide remote support of related hardware components.
- Ticket ownership including ticket creation, update, escalation and escalation notes, solution, and closure
- Create, document, and share technical procedures and knowledgebase articles for the overall improvement of the department's competencies
- Responsible for self-developing skills and technical knowledge on new and existing products and features
- Monitor customer systems proactively to identify and solve issues
- Comply with confidentiality and license agreements
- Remain knowledgeable of customer and partner relationships
Benefits
- Competitive compensation package
- Full suite of medical benefits, including dental, vision, pet insurance, 401k.
- PTO and holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
Number of Employees
1-10 employees
