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Technical Support Engineer II
Insight LPRTechnical Support Engineer providing customer service and troubleshooting for License Plate Recognition technology. Supporting customers via various communication channels and enhancing user experience.
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 2-7 years of experience working in a fast-paced customer service/support role in call center environments is preferred
- Associates degree in Computer Science or equivalent education/work experience
- Previous experience with License Plate Recognition Cameras is desired
Benefits
Comp & perks- Competitive compensation package
- Full suite of medical benefits, including dental, vision, pet insurance, 401k
- PTO and holidays
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer servicetroubleshootingticket managementtechnical documentationremote supportLicense Plate Recognition Cameras
Soft Skills
communicationproblem-solvingproactivecollaborationself-development
Certifications
Associates degree in Computer Science