Help Desk Customer Service Technician DSG
On-siteDanville, Illinois, United States
Job Summary
Provide world-class customer tech support with a focus on quality and first call resolution for customers, dealers, and end-users. Maintain detailed customer records in the service database and assist in expanding the Watchfire knowledgebase with troubleshooting and resolution documentation. Perform special software and engineering assignments as required, including occasional travel to job sites for hands-on installation, training, or service. Occasional weekend duties involve on-call or remote helpdesk support. Requires a solid understanding of networking and electronics, with a minimum AA/AAS degree in a technical field. Bilingual Spanish is a plus.
Required Qualifications
- Solid understanding of basics of networking (not simply computer operation)
- Previous hands-on network installation/maintenance coursework or experience (network setup, network technician, cabling, PC setup, telecommunications, etc.)
- Previous customer service work experience
- 1+ years prior helpdesk / phone support experience, ideally IT/software/computer phone support
- Some physical ability such as moderate lifting, working on ladders and in bucket trucks at heights
- Exceptional and demonstrated verbal communication skills
- Willingness to work occasional overtime and weekends
- AA/AAS/AS degree in technical field (or military equivalent) minimum
- Legal authorization to work in the US
Desired Qualifications
- significant college coursework
- Basic understanding of electronics - including college coursework
- Bilingual Spanish at a level of providing technical information via verbal or written communications
- BS in EE, EET, CE, ECE, MIS or IT or similar technical field
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