Infobahn Softworld - Allen, TX
posted 3 months ago
As an ALPR Technical Engineer, you will play a crucial role in providing exceptional customer service to both new and existing clients, as well as internal stakeholders. This position requires you to independently troubleshoot, install, repair, and support customers on various software and hardware equipment, including laptops, servers, and LPR camera systems. You will be responsible for handling incoming calls from the support queue, addressing complex issues, and identifying the underlying problems to provide effective solutions. Your primary objective is to ensure client satisfaction by delivering timely and accurate service, while meticulously documenting all interactions and resolutions in the ticketing system. In this metrics-based support role, you will interact with customers primarily via phone and email, ensuring that all aspects of installation, service, and support are executed properly. You will utilize remote access to customer systems to install or troubleshoot the company's proprietary software, and you will be expected to provide courteous and knowledgeable troubleshooting support. Additionally, you will monitor chat sessions to assist team members and may be required to adjust systems, including software or hardware, to ensure functionality based on the customer's environment. Your responsibilities will also include training customers on the use of systems, maintaining a log of customer issues and interactions, and understanding the severity of issues to escalate them efficiently when necessary. A strong work ethic and excellent time management skills are essential for success in this role, as you will be expected to multi-task and manage your time effectively to meet customer needs.