Help Desk EU Specialist

Responsibilities

• Provide world-class customer tech support promptly, with a focus on quality and first-call resolution to customers, dealers, and end-users.
• Assist in continual improvement and 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 the Customer Service database for each service/support call, email, and chat.
• Perform other various special software and engineering assignments or duties as required.

Requirements

• Solid understanding of networking basics (not simply computer operation).
• Basic understanding of electronics, including college coursework.
• Previous hands-on network installation/maintenance coursework or experience (e.g., network setup, network technician, cabling, PC setup, telecommunications).
• Previous customer service work experience is strongly recommended; 1+ years of prior helpdesk or phone support experience, ideally in IT/software/computer phone support.
• Exceptional and demonstrated verbal communication skills, with proven customer service abilities.

Qualifications

• HS Diploma/GED combined with relevant work experience, or
• AA/AAS/AS degree in a technical field (or military equivalent), or
• BS in EE, EET, CE, ECE, MIS, IT, or a similar technical field.