Help Desk CS I, S&I

Watchfire•Danville, IL

12d•Onsite

About The Position

Our true differentiator in the market is exceptional technical support/customer service. Our help desk team is at the core of this promise. These technologically savvy call center techs are key team members who provide our customers—including stadium control room operators and live event staff—with remote service, software operation assistance, and troubleshooting for their A/V systems and video displays and training as part of the technical support helpdesk, utilizing an extensive knowledge base and hands-on training with our team. This is not a "customer service" CSR role in the traditional sense, as it is far more technical in nature; however, customer service is the critical focus of this helpdesk technician position. This role specializes in providing real-time support for high-stakes environments like live sporting events and entertainment productions.

Requirements

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/maintenance coursework 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/computer phone support
Exceptional and demonstrated verbal communication skills required, with demonstrated customer service skills
Demonstrated ability to provide clear, calm, and confident instruction to non-technical users in high-pressure situations.

Nice To Haves

Experience in a live event production, broadcast, or A/V integration environment is strongly preferred.
A strong understanding of video signal types (e.g. SDI, HDMI) and signal flow troubleshooting

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 in continual improvement/expansion of the Watchfire knowledgebase - a key web- based collection of both internal and customer-facing troubleshooting, how-to and resolution documentation.
Maintain detailed customer records in Customer Service database regarding each service/support call, email, and chat.
Perform other various special software and engineering assignments or duties as required.
Provide on-call or after hours support, especially during evenings and weekends to align with live event schedules
Occasional interaction with design/engineering team, with possibility to grow into R&D assignments, depending upon level of education and technical training.
Guide on-site personnel through hardware and software configurations and emergency procedures during live events.
Assist customers with content management and operation of audio and video display software.