Help Desk Customer Service Technician I

Watchfire•Danville, IL

About The Position

Provide prompt, high-quality technical support to customers, dealers, and end-users, with a focus on first-call resolution. The role also contributes to the ongoing improvement and expansion of Watchfire’s web-based knowledgebase, which contains internal and customer-facing troubleshooting, how-to, and resolution documentation. Maintain detailed records of each support interaction in the Customer Service database. The position may include special software and engineering assignments, occasional weekend on-call or remote helpdesk support, and occasional interaction with the design and engineering team. Depending on education and technical training, there may be opportunities to grow into R&D assignments. Watchfire is an Equal Opportunity Employer. Employment decisions are based on merit, competence, performance, and business needs. Candidates must be legally authorized to work in the United States; candidates who require current or future sponsorship or temporary work authorization are not considered.

Requirements

Solid understanding of networking fundamentals; basic computer operation alone is not sufficient.
Basic understanding of electronics, including college coursework.
Hands-on network installation or maintenance coursework or experience, such as network setup, network technician work, cabling, PC setup, or telecommunications.
Exceptional and demonstrated verbal communication skills.
Demonstrated customer service skills.
One or more years of prior helpdesk or phone support experience is specified as ideal, particularly IT, software, or computer phone support.
High school diploma or GED combined with relevant work experience, or an AA/AAS/AS degree in a technical field (or military equivalent), or a BS in EE, EET, CE, ECE, MIS, IT, or a similar technical field.
Legal authorization to work in the United States without current or future sponsorship or temporary work authorization.

Nice To Haves

Previous customer service work experience is strongly recommended.
One or more years of prior helpdesk or phone support experience, ideally in IT, software, or computer phone support.

Responsibilities

Provide prompt, high-quality customer technical support to customers, dealers, and end-users, with a focus on first-call resolution.
Assist with continual improvement and expansion of the Watchfire knowledgebase, including troubleshooting, how-to, and resolution documentation for internal and customer-facing use.
Maintain detailed customer records in the Customer Service database for each service or support call, email, and chat.
Perform special software and engineering assignments or other duties as required.
Provide occasional on-call or remote weekend helpdesk support.
Interact occasionally with the design and engineering team.