Help Desk EU Specialist

Watchfire Signs, LLC.; Danville, Northern (IL, KY); Hybrid; USD 28,000 - 30,000; Full time

Job summary

Watchfire Signs, LLC. in Danville, IL is looking for an IT/helpdesk professional to provide world-class customer tech support for customers, dealers, and end-users.

The role focuses on first-call resolution and timely problem solving, with responsibilities including knowledgebase contributions and detailed case documentation. A background in networking and electronics, plus strong verbal communication, is required.

Qualifications

• Solid understanding of networking basics required.
• Basic electronics knowledge, including college coursework.
• Hands-on networking coursework or experience (setup, maintenance, etc.).
• Customer service work experience is strongly recommended; 1+ years in helpdesk/phone support.
• Strong verbal communication and customer service skills required.

Responsibilities

• Provide world-class customer tech support promptly, with focus 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 regarding each service/call, email, and chat.
• Perform other various special software and engineering assignments as required.

Skills

Networking basics

Electronics knowledge

Hands-on networking experience

Customer service experience

Verbal communication skills

Education

HS Diploma/GED with relevant work experience

AA/AAS/AS degree in technical field

BS in EE, EET, CE, ECE, MIS or IT or similar technical field

Job description

• Pay or shift range: $20 USD to $22 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.

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

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.