Help Desk Customer Service Technician DSG

Watchfire Signs, LLC.; Danville (IL); On-site; USD 28,000 - 32,000; Full time

Benefits offered by this job

Medical

Vision

Company Paid Life/ADD

Voluntary Life/ADD

401k with Employer Match

Vacation

Personal Time

Job summary

Watchfire Signs, LLC. is seeking a Help Desk Customer Service Technician DSG to deliver timely tech support to customers, dealers and end-users from our on-site location. You will help expand the knowledgebase and keep precise service records for each case.

The role requires solid networking basics, electronics knowledge, and a strong customer-service mindset. BS degree is preferred, with overtime and weekend availability as part of duties.

Qualifications

• AA/AS degree or military equivalent required; BS strongly preferred.
• Solid networking fundamentals and electrical understanding emphasized.
• Experience with customer service and IT/phone support is preferred.

Responsibilities

• Provide world-class customer tech support promptly, focusing on first-call resolution.
• Contribute to the Watchfire knowledgebase with troubleshooting and how-to articles.
• Maintain detailed customer records in the service database for each interaction.
• Perform other software/engineering-related duties as needed.
• Occasional on-site travel to job sites for installation, training, or service.
• Occasional weekend on-call or remote weekend support.

Skills

Networking basics

Electronics understanding

Network installation/maintenance

Customer service

Verbal communication

Spanish bilingual (plus)

Overtime/weekend availability

Education

AA/AAS/AS in technical field

BS in EE / EET / CE / ECE / MIS or IT

Job description

Help Desk Customer Service Technician DSG

Job Category: Help Desk Technician

Requisition Number: HELPD001320

• Full-Time
• On-site

Locations

Showing 1 location

• Pay or shift range: $20 USD to $23 USD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Description

Responsibilities

• Provide world-class customer tech support promptly, with a focus on quality and on first call resolution to our customers, dealers, and end-users.
• Assist incontinual improvement/expansion ofthe Watchfire knowledgebase - a key web-based collection of both internal and customer-facing troubleshooting, how-to and resolution documentation.
• Maintain detailed customer records inCustomer Servicedatabase regarding each service/support call, email, and chat.
• Perform other various special software and engineering assignments or duties as required.
• Possible travel to job sites to provide hands-on assistance with installation, training, or service.
• Occasional weekend duties, such as providing on-call or remote weekend helpdesksupport.
• Occasional interaction with design/engineering team, with possibility to grow into R&D assignments, depending upon level of education and technical training.

Required Qualifications/Skills:

• Solid understanding of basics of networking (not simply computer operation) is REQUIRED -- significant college coursework preferred.
• Basic understanding of electronics - including college coursework - strongly preferred.
• NETWORKING: Previous hands-on network installation/maintenancecoursework or experience (network setup, network technician, cabling, PC setup, telecommunications, etc.) preferred.
• Previous customer service work experience is strongly recommended; 1+ years prior helpdesk / phone support experience, ideally IT/software/computerphone support,is strongly preferred.
• Some physical ability such as moderate lifting, working on ladders and in bucket trucks at heights, etc. required.
• Exceptional and demonstrated verbal communication skills required, with demonstrated customer service skills STRONGLY preferred.
• Bilingual Spanish at a level of providing technical information via verbal or written communications a PLUS but not required.
• Willingness to work occasional overtime and weekends required.

Required Education and Licensing

• AA/AAS/AS degree in technical field (or military equivalent) minimum
• BS in EE, EET, CE, ECE, MIS or IT or similar technical field strongly preferred.
• Medical
• Vision
• Company Paid Life/ADD
• Voluntary Life/ADD
• 401k with Employer Match
• Vacation
• Personal Time

*Watchfire is an Equal Opportunity Employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.

*Legal authorization to work in the US required. We will not consider candidates who need sponsorship, now or in the future, to be legally employed in the US. No H1B, OPT, CPT or other “temporary work authorization” candidates will be considered.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.