Help Desk Customer Service Technician DSG

Watchfire; Danville (IL); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Company Paid Life/ADD

Voluntary Life/ADD

Dependent Life/ADD

401k with Employer Match

Vacation

Personal Time

Job summary

Watchfire seeks a hands-on customer tech support specialist in the United States. The role emphasizes prompt, high-quality service with first-call resolution for customers, dealers, and end-users. You will contribute to expanding the Watchfire knowledgebase and maintain detailed service records.

Travel to job sites for installation and training may be required. Some weekends or on-call support could occur, with potential growth into R&D assignments depending on education and training.

Qualifications

• AA/AS/AS degree in a technical field (or military equivalent) minimum.
• BS in EE, EET, CE, ECE, MIS or IT or similar technical field strongly preferred.
• 1+ years of helpdesk/phone support experience is strongly preferred.
• Ability to perform physical tasks such as lifting and working on ladders.

Responsibilities

• Provide world-class customer tech support promptly, with focus on quality and first call resolution.
• Assist in continual improvement/expansion of the Watchfire knowledgebase.
• Maintain detailed customer records in the Customer Service database.
• Perform other various special software and engineering assignments or duties as required.
• Possible travel to job sites for hands-on installation, training, or service.
• Occasional weekend duties, such as on-call or remote weekend helpdesk support.
• Interact with design/engineering team with potential to grow into R&D assignments.

Skills

Networking basics

Electronics knowledge

Hands-on networking

Customer service experience

Physical ability

Verbal communication

Bilingual Spanish (optional)

Overtime/weekend availability

Education

AA/AS/AS degree in technical field

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

Job description

• 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 helpdesk support.
• Occasional interaction with design/engineering team, with possibility to grow into R&D assignments, depending upon level of education and technical training.

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 helpdesk support.
• 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.

Benefits

• Medical
• Dental
• Vision
• Company Paid Life/ADD
• Voluntary Life/ADD
• Dependent 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.