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

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

Technical Support Engineer II

Key skills