Job Description

Pay or shift range: $16 USD to $19 USD The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons. Description Summary Our true differentiator in the market is exceptional technical support/customer service. This position is based onsite at our Danville, IL facility, where our help desk teamis at thecore of this promise. These technologically savvy call center techs are key team members whoprovide our outside customers -- end users and sign technicians -- with installation, service, maintenance and software operation assistance and training as part of the technical support helpdesk, utilizing an extensive knowledge base and hands-on training with our team. This is not a "customer service" CSR role in the traditional sense, as it is far more technical in nature; however, customer service is the critical 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 incontinual improvement/expansion ofthe Watchfire knowledgebase - a key web-based collection of both internal and customer-facing troubleshooting, how-to and resolution documentation. Maintain detailed customer records inCustomer Servicedatabase 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 helpdesksupport. Occasional interaction with design/engineering team, with possibility to grow into R&D assignments, depending upon level of education and technical training. 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/maintenancecoursework 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/computerphone support Exceptional and demonstrated verbal communication skills required, with demonstrated customer service skills Must be able to work onsite at our Danville, IL facility Required Education and Licensing Pursuing an AA/AAS/AS degree in technical field (or military equivalent) minimum Pursuing a BS in EE, EET, CE, ECE, MIS or IT or similar technical field strongly preferred. Must have been enrolled full-time for the current semester, new graduates are still eligible for this position Watchfire is an Equal Opportunity Employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. 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 Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr

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