Summary/Objective

As the Technical Support Team Lead, this position provides excellent customer service to new and existing customers and internal customers by independently troubleshooting, installing, repairing and supporting customers on software and equipment such as laptops, servers, in vehicle processors, and cameras. Your objective is to ensure every client is happy with our services and to ensure that all aspects of installation, service and support are completed properly, timely, and detailed documentation in the ticketing systems.  The Technical Support Team Lead will be responsible for overseeing the daily operations of technical support team, assigned by product line, as well as participating as an active member of that team.  This position will collaborate with the Technical Support Supervisor and/o the head of Operations to deliver exceptional support to customer through phone, email and chat. The Technical Support Team Lead, I will be expected to lead by example, organize work, build reports, handle escalations, and ensure shift coverage throughout the week and on holidays, as well as ad hoc projects, and training. The Technical Support Team Lead will work within the Technical Support department and report to the Technical Support Manager.

 

Essential Functions

  • Provide courteous and knowledgeable troubleshooting support over the phone, via email and in person
  • With remote access to customer systems, Install or troubleshoot the company’s proprietary Software, identify the problematic root cause on hardware equipment such as laptops, servers, in vehicle processors, and IP cameras
  • Be the main point of contact for Insight’s Technical Support Team​ Lead is to respond to and resolve all client’s concerns
  • Serve as a mentor and provide oversight, coaching, training, knowledge resource, and escalation point for lower Tier Support employees
  • Ensure timely and accurate set up of all systems
  • Phone Support during regular business hours and on-call availability during off hours on an as needed basis
  • Test systems to ensure they are working correctly
  • Meet deployment timelines and give accurate assessments of completion dates for installations
  • Maintain a log of customer interactions within the ticket system for future learning
  • Help with the creation of training material and training videos
  • Monitor Chat sessions to ensure coverage for volume of sessions, monitor unanswered sessions and quality of sessions
  • Build credibility and trust within the support group
  • Oversee the day-to-day operations of the Product Specific Law Enforcement Technical Support Team
  • Record and track team SLAs and workflows
  • Monitor team performance and report on metrics

 

Competencies

  • 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

  • 2-5 Years’ experience working in a fast-paced customer service/support role
  • Associates degree in Business Administration 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 / Location

This is a full-time, exempt, and salaried position. Based in Mid to Southern Florida. 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