Help Desk Customer Service Technician I

Watchfire Signs, LLC.; Danville (IL); Presencial; USD 42.000 - 64.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical

Dental

Vision

Company Paid Life/ADD

Voluntary Life/ADD

Dependent Life/ADD

401k with Employer Match

Vacation

Personal Time

Equal Opportunity Employer

Descripción de la vacante

Watchfire Signs, LLC. is seeking a motivated customer tech support specialist to assist customers, dealers, and end-users with prompt, high-quality help and first-call resolution. You will contribute to expanding the Watchfire knowledgebase, maintain detailed service records, and collaborate with engineering on occasional R&D tasks.

Weekend on-call support may be required. A HS diploma or degree in a technical field is preferred; 1+ year IT/helpdesk experience is a plus; you will work in an

Formación

• HS Diploma or equivalent with relevant work experience.
• AA/AS or BS in a technical field or military equivalent.

Responsabilidades

• Provide world-class customer tech support promptly, with a focus on quality and on first call resolution to customers, dealers, and end-users.
• Assist in continual improvement/expansion of the Watchfire knowledgebase.
• Maintain detailed customer records in Customer Service database for each service/call.
• Perform other software and engineering assignments as required.
• Occasional weekend duties, such as on-call or remote weekend helpdesk support.
• Interact with design/engineering team with potential growth into R&D assignments.

Conocimientos

Networking basics

Electronics knowledge

Network installation/maintenance

Customer service experience

Verbal communication

Educación

HS Diploma/GED

AA/AS in technical field

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

Descripción del empleo

• 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.
• 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.

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.
• 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.

Qualifications/Skills

• Solid understanding of basics of networking (not simply computer operation) is required.
• Basic understanding of electronics - including college coursework
• NETWORKING: Previous hands-on network installation/maintenancecoursework or experience (network setup, network technician, cabling, PC setup, telecommunications, etc.)
• Previous customer service work experience is strongly recommended; 1+ years prior helpdesk / phone support experience, ideally IT/software/computerphone support
• Exceptional and demonstrated verbal communication skills required, with demonstrated customer service skills

Education and Licensing

• HS Diploma/GED combined with relevant work experience OR
• AA/AAS/AS degree in technical field (or military equivalent) OR
• BS in EE, EET, CE, ECE, MIS or IT or similar technical field

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.