Watchfire

Help Desk Customer Service Technician I

Watchfire  •  Danville, IL (Onsite)  •  3 days ago
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Job Description

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.

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

Benefits

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

*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.

Watchfire

About 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. Our products include indoor and outdoor LED displays, fixed digit and video scoreboards, gas price signs and digital billboards. Every aspect of our products and service is focused on giving our customers the greatest advertising tools available for developing their business and increasing sales. Our partnerships with respected, knowledgeable sign company professionals are the foundation of our collective success.

Watchfire LED signs are known for their legendary quality and reliability. We test our outdoor displays to withstand whatever nature throws at them, all to guarantee our customers years of worry-free performance. The excellence in every Watchfire sign begins with our outstanding engineering team designing a quality product. In production, we choose quality over expedience or expense. We use the best performing components available from a global market and invest the time and expense needed to evaluate and verify every aspect of our products’ design, function and serviceability. Our reputation depends on our displays looking and performing great not just on day one, but for years to come.

We developed our proprietary Ignite software to create and manage messages from design to scheduling. Whether the sign is large or small, color or monochrome, the suite of Ignite software helps create head-turning messages through easy-to-use interfaces.

Watchfire has over 70,000 LED signs in operation at convenience stores, gas stations, retail outlets, banks, schools, places of worship and other locations worldwide. We also have more digital billboard customers in the U.S. than any other brand.

Industry
Manufacturing & Production
Company Size
201-500 employees
Headquarters
Danville, IL
Year Founded
1932
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