Technical Support Engineer - Remote

Company 

As industry experts, Insight LPR is devoted to solving crime by providing Law Enforcement agencies, Commercial Real Estate owners, Homeowners, and Automotive Finance companies with its one of a kind cutting-edge License Plate Recognition based platform that is transforming the way LPR is used. Designed to deliver a superior experience, the Insight LPR platform is a complete integrated solution made with our end users top of mind. If you thrive in a competitive, fast-paced, and mission-driven environment, this is a game-changing opportunity for you.

Summary/Objective

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.  

Essential Functions 

• 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

Competencies

• Previous Experience in:
  1. Customer service and in communicating both written and verbal
  2. Communicating technical concepts to both technical and non-technical customers
  3. Building strong relationships with customers and with team members
  4. Balancing time among multiple activities
  5. Solving customer inquiries
  6. Managing time effectively to meet deadlines
  7. Foundation level in handling customers with patience, tact, and empathy
  8. Troubleshooting, problem-solving, and critical thinking skills
  9. Internal and external conflict resolution and negotiation skills
  10. Working with Windows OS, SQL, networking, TCP/IP, .NET, and PCI Compliancy requirements
  11. 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

Education and Experience

• 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

• Competitive compensation package
• Full suite of medical benefits, including dental, vision, pet insurance, 401k.
• PTO and holidays

Position Type/Expected Hours of Work

This is a full-time position.  Days and hours of work are variable and based on business need. Evening and weekend work may be required as job duties demand.

Physical Requirements

This position is indoors. Must be able to sit at a computer terminal for an extended period.  May be asked to lift approximately 25 lbs.  Exposure to moderate noise and light, i.e. business office with computers, phone, printers, light foot traffic.

EEO Statement

Insight LPR provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.   In addition to federal law requirements, Insight LPR complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

Applicants must be legally authorized to work in the United States