Help Desk EU Specialist

Watchfire; Danville (IL); On-site; USD 42,000 - 64,000; Full time

Job summary

Watchfire is seeking a dedicated customer support specialist to assist customers including dealers and end-users, delivering prompt, high-quality service and aiming for first-call resolution.

You will contribute to expanding the knowledgebase, maintain service records in the CRM, and take on various software/engineering tasks as needed.

Qualifications

• Solid understanding of basics of networking (not simply computer operation).
• Basic understanding of electronics - including college coursework.
• Networking: Hands-on network installation/maintenance coursework or experience.
• Previous customer service work experience is strongly recommended; 1+ years prior helpdesk / phone support experience.
• Exceptional and demonstrated verbal communication skills with customer service experience.

Responsibilities

• Provide world-class customer tech support promptly with focus on quality and first call resolution for customers, dealers, and end-users.
• Assist in continual improvement/expansion of the Watchfire knowledgebase—a web-based collection of troubleshooting, how-to and resolution documentation.

Skills

Networking basics

Electronics basics

Hands-on networking installation

Customer service experience

Verbal communication

Education

HS Diploma/GED with relevant work experience

AA/AS degree in technical field

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

Job 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.

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.

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