Insight LPR

• 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