Help Desk Customer Service Technician I

Job description

Qualifications/Skills: - 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. - 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 experie...