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Watchfire · 3 weeks ago

Help Desk Customer Service Technician I

Danville, IL

Full-time

Onsite

Entry Level

1+ years exp

Watchfire is a company focused on providing tech support to its customers. They are seeking a Help Desk Customer Service Technician I to deliver world-class customer tech support, maintain customer records, and assist in improving the knowledgebase.

Digital SignageElectronicsManufacturing

No H1B

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

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

Qualification

NetworkingCustomer service experienceElectronics knowledgeVerbal communicationTechnical degree

Required

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.)

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

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

Legal authorization to work in the US required. We 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

Benefits

Medical

Dental

Vision

Company Paid Life/ADD

Voluntary Life/ADD

Dependent Life/ADD

401k with Employer Match

Vacation

Personal Time

Company

Watchfire

Headquartered in Danville, Ill., Watchfire has manufactured electric signs since 1932 and LED signs, using meticulously sourced components from around the world, since 1998.

Founded in 1932

Danville, Illinois, USA

201-500 employees