Help Desk Customer Service Technician DSG

Responsibilities

• Provide world-class customer tech 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 knowledgebase—a key 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 various special software and engineering assignments or duties as required.
• Possible travel to job sites to provide hands-on assistance with installation, training, or service.
• Occasional weekend duties, such as providing on-call or remote weekend helpdesk support.
• Occasional interaction with the design/engineering team, with the possibility to grow into R&D assignments, depending on level of education and technical training.

Requirements

• Solid understanding of networking basics (not simply computer operation) is required; significant college coursework preferred.
• Basic understanding of electronics, including college coursework, strongly preferred.
• Previous hands-on network installation/maintenance coursework or experience (e.g., network setup, network technician, cabling, PC setup, telecommunications) preferred.
• Previous customer service work experience strongly recommended; 1+ years of prior helpdesk/phone support experience, ideally in IT/software/computer phone support, strongly preferred.
• Some physical ability required, such as moderate lifting, working on ladders, and in bucket trucks at heights.
• Exceptional and demonstrated verbal communication skills required; customer service skills strongly preferred.
• Bilingual Spanish (ability to provide technical information via verbal or written communications) is a plus but not required.
• Willingness to work occasional overtime and weekends required.

Qualifications

• AA/AAS/AS degree in a technical field (or military equivalent) minimum.
• BS in EE, EET, CE, ECE, MIS, IT, or similar technical field strongly preferred.
• Legal authorization to work in the U.S. required; sponsorship (e.g., H1B, OPT, CPT) will not be considered.

Benefits

• Medical, Dental, and Vision coverage.
• Company-paid Life/AD&D insurance.
• Voluntary Life/AD&D and Dependent Life/AD&D options.
• 401k with employer match.
• Vacation and personal time.