Help Desk EU Specialist

Watchfire • Danville, IL

3d

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.

Requirements

• Solid understanding of basics of networking (not simply computer operation) is required.
• Basic understanding of electronics - including college coursework
• Previous hands-on network installation/maintenance coursework or experience (network setup, network technician, cabling, PC setup, telecommunications, etc.)
• 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
• 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

Nice To Haves

• Previous customer service work experience is strongly recommended

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED