Technical Support Engineer II - Remote

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process. Technical Support Engineer II - Remote 6 Base Only Oak Point, TX, US 2 days ago Requisition ID: 2194 Company 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. 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 elevate 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 Previous Experience in: Customer service and in communicating both written and verbal Communicating technical concepts to both technical and non‑technical customers Building strong relationships with customers and with team members Solving customer inquiries 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 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 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, remote position. Days and hours of work are for the 1 st shift with 7 hour days and every 3 rd weekend on call. On call work consists of working high priority tickets and customer callbacks. 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 Legal authority to work in the United States is required. #J-18808-Ljbffr Insight LP