Watchfire Signs Help Desk Customer Service Technician in Danville, Illinois

This job was posted by : For more information, please see: Note: This position is posted as "IT Networking Helpdesk Technician" because our technicians are providing IT helpdesk-type support, but to our customers and our customers-customers (the end user of our product), instead of to internal staff. STRONG NETWORKING EDUCATION OR WORK EXPERIENCE IS REQUIRED.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.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 design/engineering team, with possibility to grow into R&D assignments, depending upon level of education and technical training