Insight LPR

Support Engineer

• 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

Technical Support Engineer II