Help Desk Customer Service Technician DSG

Watchfire•Danville, IL

8d•Onsite

About The Position

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. Possible travel to job sites to provide hands-on assistance with installation, training, or service. Occasional weekend duties, such as providing on-call or remote weekend helpdesk support. Occasional interaction with design/engineering team, with possibility to grow into R&D assignments, depending upon level of education and technical training.

Requirements

Solid understanding of basics of networking (not simply computer operation) is REQUIRED -- significant college coursework preferred.
Basic understanding of electronics - including college coursework - strongly preferred.
NETWORKING: Previous hands-on network installation/maintenance coursework or experience (network setup, network technician, cabling, PC setup, telecommunications, etc.) preferred.
Previous customer service work experience is strongly recommended; 1+ years prior helpdesk / phone support experience, ideally IT/software/computer phone support, is strongly preferred.
Some physical ability such as moderate lifting, working on ladders and in bucket trucks at heights, etc. required.
Exceptional and demonstrated verbal communication skills required, with demonstrated customer service skills STRONGLY preferred.
Willingness to work occasional overtime and weekends required.
Legal authorization to work in the US required.
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.

Nice To Haves

Bilingual Spanish at a level of providing technical information via verbal or written communications a PLUS but not 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 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.
Possible travel to job sites to provide hands-on assistance with installation, training, or service.
Occasional weekend duties, such as providing on-call or remote weekend helpdesk support.
Occasional interaction with design/engineering team, with possibility to grow into R&D assignments, depending upon level of education and technical training.