Help Desk CS I, S&I

Our true differentiator in the market is exceptional technical support and customer service. Our help desk team delivers remote service, software operation assistance, and troubleshooting for A/V systems and video displays, as well as training for customers—including stadium control room operators and live event staff—using an extensive knowledge base and hands-on team training.

Responsibilities

• Provide world-class technical support promptly, with a focus on quality and first-call resolution for customers, dealers, and end-users.
• Assist in the continual improvement and expansion of the Watchfire knowledge base—a web-based collection of internal and customer-facing troubleshooting, how-to, and resolution documentation.
• Maintain detailed customer records in the Customer Service database for each service/support call, email, and chat.
• Perform special software and engineering assignments or duties as required.
• Provide on-call or after-hours support, especially during evenings and weekends to align with live event schedules.
• Occasional interaction with the design/engineering team, with potential growth into R&D assignments based on education and technical training.
• Guide on-site personnel through hardware and software configurations and emergency procedures during live events.
• Assist customers with content management and operation of audio and video display software.

Requirements

• Solid understanding of networking basics (not just computer operation).
• Basic understanding of electronics, including college coursework.
• Previous hands-on network installation/maintenance coursework or experience (e.g., network setup, cabling, PC setup, telecommunications).
• 1+ years of prior helpdesk or phone support experience, ideally in IT, software, or computer phone support.
• Exceptional verbal communication skills and demonstrated customer service ability.
• Experience in live event production, broadcast, or A/V integration is strongly preferred.
• Strong understanding of video signal types (e.g., SDI, HDMI) and signal flow troubleshooting.
• Demonstrated ability to provide clear, calm, and confident instruction to non-technical users in high-pressure situations.

Benefits

• Medical
• Dental
• Vision
• Company-paid life/AD&D insurance
• Voluntary life/AD&D insurance
• Dependent life/AD&D insurance
• 401k with employer match
• Vacation
• Personal time