Help Desk Customer Service Technician I

The Help Desk Customer Service Technician I role at Watchfire Signs LLC provides prompt, high-quality technical support, emphasizing first-call resolution for customers, dealers, and end-users. This onsite position in Danville, IL includes support case documentation, knowledgebase improvements, and occasional weekend and special assignments.

Onsite Location

Danville, IL (onsite)

Summary

Provide customer-focused help desk support with a priority on resolving issues quickly and thoroughly. Support maintenance of customer service records and contribute to expanding a web-based knowledgebase containing internal and customer-facing troubleshooting, how-to, and resolution documentation. Weekend and special assignments may be required.

Key Responsibilities

• Deliver prompt, high-quality customer technical support with a focus on quality and first call resolution for customers, dealers, and end-users.
• Assist with continual improvement and expansion of the knowledgebase, a web-based collection of troubleshooting, how-to, and resolution content.
• Maintain detailed customer records in the Customer Service database for each service/support call, email, and chat interaction.
• Complete other special software and engineering assignments or duties as required.
• Provide occasional weekend duties, including on-call or remote weekend helpdesk support.
• Support occasional interaction with the design/engineering team, with the possibility to grow into R&D assignments depending on education and technical training.

Required Qualifications

• 1+ years of experience (minimum).
• Solid understanding of networking fundamentals beyond basic computer operation.
• Basic understanding of electronics, including college coursework.
• Relevant hands-on network installation/maintenance coursework or experience, such as network setup, network technician work, cabling, PC setup, and telecommunications.
• Prior customer service experience is strongly recommended, ideally 1+ years of helpdesk or phone support experience, particularly for IT/software/computer-related phone support.
• Exceptional, demonstrated verbal communication skills, along with demonstrated customer service skills.

Education

HS Diploma/GED combined with relevant work experience OR AA/AAS/AS in a technical field OR BS in EE, EET, CE, ECE, MIS o

Benefits

• Medical
• Dental
• Vision
• Company Paid Life/ADD
• Voluntary Life/ADD
• Dependent Life/ADD
• 401k with Employer Match
• Vacation
• Personal Time