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Technical Support Engineer II
Insight LPR. Provide first-class customer service/support via telephone, email, chat, and any future channel .
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