Opportunity within sight

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

Company

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 in mind.  If you thrive in a competitive, fast-paced, mission-driven environment with industry experts, this is a game-changing opportunity for you.

Summary/Objective

As a member of the Field Support team, you will be an in-office and field point of contact for support issues, helping 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, 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.  This work will be performed in-office with remote access tools and field work that will include on-site surveys, complete License Plate Recognition camera installations, and break fix on an as needed basis across the United States.  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 with minimal notice.

 Essential Functions

• 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.

 Competencies

• Previous Experience in:

• Customer service and in communicating both written and verbal
• A traveling Field Service Engineer position working on electronic equipment
• Communicating technical concepts to both technical and non-technical customers
• Building strong relationships with customers and with team members
• Balancing time among multiple activities
• 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

• 2-5 Years’ experience working in a fast-paced customer service/support role
• 1-3 Years’ experience working as a Field Service Engineer traveling in the United States or International
• 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. Overtime is a potential. 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

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

We are seeking a highly skilled and strategic Director of Business Intelligence (BI) to join our team. As the Director of BI, you will have responsibility for three core areas: Internal Business Reporting, Customer Specific Reporting and Analytics, and Software Quality Assurance (QA). This role requires strong leadership skills, analytical expertise, and the ability to collaborate effectively with cross-functional teams. You will report directly to the Chief Product Officer.

 

Essential Functions

Internal Business Reporting

· Develop and maintain an internal reporting framework to ensure accurate and timely delivery of key business metrics and insights to stakeholders across all levels of the organization.

· Collaborate with departments such as finance, sales, marketing, and operations to identify reporting requirements and establish standardized reporting processes.

· Analyze data sets from various sources to generate reports, charts, and visualizations that provide actionable insights for decision-making and performance monitoring.

· Stay updated on emerging trends and best practices in business intelligence and reporting tools and recommend enhancements to optimize reporting capabilities.

 

Customer Specific Reporting and Analytics

· Collaborate with clients and cross-functional teams to understand customer requirements and develop customized reporting solutions.

· Design and implement customer-specific dashboards, reports, and analytics to provide tailored insights that drive customer satisfaction and inform strategic decisions.

· Analyze customer data sets to identify trends, patterns, and opportunities for improving client outcomes and experiences.

· Provide expertise in data visualization and storytelling to effectively communicate complex data to clients in a clear and concise manner.

· Ensure that customer reporting and analytics solutions are scalable, flexible, and adaptable to changing needs.

 

Software Quality Assurance (QA)

· Oversee the QA process for the development of Software-as-a-Service (SaaS) applications, ensuring the delivery of high-quality, scalable, and reliable software solutions.

· Collaborate closely with software development teams to conduct thorough testing of data integration, manipulation, reporting functionalities, and overall system functionality.

· Identify and document software issues, bugs, and potential improvements related to SaaS application development, and work with development teams to resolve them in a timely manner.

· Streamline and automate QA processes by implementing tools and methodologies that improve efficiency and facilitate faster time-to-market for SaaS products.

· Collaborate with stakeholders to gather feedback, prioritize enhancements, and drive continuous improvement in the quality of SaaS products.

· Provide guidance, mentoring, and training to future QA team members to enhance their skills and ensure consistent adherence to QA processes and methodologies specific to SaaS development.

 

Competencies

· Demonstrates strong work ethic and hustle

· Communication and Collaboration

· Excited about working in a fast paced environment

· Energized by solving customer’s problems

· Self-starter mentality with a willingness to learn, take initiative, and produce results

· Highly adaptable and embraces change

· Demonstrates strong follow-through

· Thrives in a “start-up” phase of a business

 

Education and Experience

· Bachelor’s degree in business administration, computer science, or a related field (preferred).

· Minimum of 8 years of experience in business intelligence, data analytics, or related roles, with at least 3 years in a leadership or managerial position.

· Proven track record of successfully developing and implementing business intelligence initiatives.

· Strong analytical skills and the ability to interpret complex data sets to identify trends, patterns, and actionable insights.

· Proficiency in data warehousing concepts, relational databases, and data visualization tools (e.g., Tableau, Power BI).

· Strong attention to detail and a commitment to delivering high-quality software products.

· Excellent communication and collaboration skills to work closely with software development teams and stakeholders.

 

Benefits

· Competitive compensation package

· Competitive bonus plan

· Full suite of medical benefits, including dental, vision, pet insurance, 401k.

· PTO and holidays

 

Position Type / Location

This is a full-time, salaried position. This is a remote position with an optional in office remote model. 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

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

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Success Manager, specializing in overseeing our license plate recognition (LPR) vendors. In this role, you will be responsible for ensuring the successful implementation, integration, and ongoing support of our LPR solutions for our valued customers. As a friendly helper, you will play a crucial role in maintaining strong relationships with both customers and vendors, ensuring their satisfaction, and driving business growth.

Essential Functions 

• Vendor Management: Act as the primary point of contact for our license plate recognition vendors, developing and maintaining strong working relationships. Collaborate with vendors to ensure smooth implementation, ongoing support, and timely issue resolution.
• Customer Onboarding: Facilitate seamless onboarding experiences for new customers by coordinating with LPR vendors to ensure proper integration and configuration of solutions. Provide training and guidance to customers on system usage and best practices.
• Customer Relationship Management: Proactively engage with customers to understand their unique requirements, challenges, and goals. Develop a deep understanding of their use cases and provide tailored solutions to maximize customer satisfaction.
• Issue Resolution: Identify and address any technical or operational issues faced by customers promptly and effectively. Collaborate with vendors, internal teams, and customers to troubleshoot problems and provide timely resolutions.
• Solution Enhancement: Gather feedback from customers regarding their needs, pain points, and enhancement requests. Work closely with LPR vendors and internal product teams to drive continuous improvement and develop new features aligned with customer requirements.
• Renewals and Expansion: Collaborate with sales teams to support contract renewals and identify upselling opportunities. Ensure customers are aware of the value they’re receiving and drive customer retention and expansion.
• Data Analysis: Utilize customer data and analytics to identify trends, patterns, and opportunities for optimization. Provide insights to vendors and internal teams to improve product performance and customer experience.
• Customer Advocacy: Be a passionate advocate for customers, ensuring their voice is heard within the organization. Collaborate with cross-functional teams to prioritize customer needs and influence product roadmaps accordingly.

Competencies

• Passionate about Customer Success
• Demonstrates strong work ethic and hustle
• Excited about working in a fast paced environment
• Energized by solving customer’s problems
• Self-starter mentality with a willingness to learn, take initiative, and produce results
• Highly adaptable and embraces change
• Demonstrates strong follow-through
• Works well in a team environment
• Thrives in a “start-up” phase of a business

Education and Experience

• Bachelor’s degree in business, computer science, or a related field (preferred).
• Proven experience in customer success, account management, or a similar customer-facing role.
• Strong knowledge of license plate recognition technology and vendors in the market.
• Excellent communication and interpersonal skills with the ability to build rapport with customers and vendors.
• Exceptional problem-solving and analytical abilities to identify and resolve issues effectively.
• Strong organizational skills to manage multiple customers and projects simultaneously.
• Self-motivated and proactive with the ability to work independently and as part of a team.
• Proficiency in CRM software and data analysis tools.

Benefits

Competitive compensation package

Competitive bonus plan

Full suite of medical benefits, including dental, vision, pet insurance, 401k.

PTO and holidays

Position Type / Location 

This is a full-time, salaried position. Based in Fort Worth, TX with a hybrid, work-from-home remote model.  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