Field Service Technician Ii

As a member of the Field and Support Operations Team, you will be in a Hybrid scenario working from home, in the field, and the production area in Brandon, MS. 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, relying on your critical thinking skills. The right candidate is accustomed to using facts and analytics to not only fix problems but also to implement workarounds and offer suggestions for change and continuous improvement.

The daily work responsibilities will vary dependent upon the Insight operational workload of Field Service, technical support, or the production area and will be set by the Director of Field Operations. Technical Support will be performed remotely with access to software tools, ticket queue, phone queue. Field work is required and will include on-site surveys, complete License Plate Recognition camera installations, and break fix on an as needed basis across the United States. The work in Brandon, MS will be required to meet the production needs. Your technical expertise will assist our organization in increasing client satisfaction, improving efficiency, managing risk, diagnosing problems, and complying with laws and regulations. Must be able to travel.

• Provide first-class customer service/support via telephone, email, chat, and any future channel
• Conducting site visits offering technical support and troubleshooting on-site issues.
• Monitor remote locations and analyzing camera performance.
• 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
• Drafting and submitting reports to superiors and other key individuals
• Ability to work under pressure and complete tasks in a timely manner.

Job Type: Full-time

Pay: $22.46 - $27.05 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience:

• Technical support: 3 years (Preferred)

Ability to Commute:

• Brandon, MS 39042 (Required)

Work Location: Hybrid remote in Brandon, MS 39042