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.
Qualifications/Skills:
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
Education and Licensing
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
Numbers & Facts
Location
Danville, Illinois
Website
https://www.watchfiresigns.com/why-watchfire
Skills
Communication Skillsunmatched
Computer Operationsunmatched
Computer Softwareunmatched
Continuous Improvementunmatched
Customer Relationsunmatched
Customer Support/Serviceunmatched
Desktop Administrationunmatched
Documentationunmatched
Electronicsunmatched
Help Deskunmatched
Identify Issuesunmatched
Information Technology Softwareunmatched
Knowledge Baseunmatched
Licensingunmatched
Management of Information Systems/Technology (MIS)unmatched
Militaryunmatched
Network Administration/Managementunmatched
Network Cableunmatched
Network Configuration Managementunmatched
Presentation/Verbal Skillsunmatched
Software Engineeringunmatched
Technical Supportunmatched
Telecommunicationsunmatched
Track Customer Issuesunmatched
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