What are the responsibilities and job description for the Help Desk EU Specialist position at Watchfire?
Responsibilities
- 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.
- 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 experience is strongly recommended; 1 years prior helpdesk / phone support experience, ideally IT/software/computer phone support
- Exceptional and demonstrated verbal communication skills required, with demonstrated customer service skills
- HS Diploma/GED combined with relevant work experience OR
- AA/AAS/AS degree in technical field (or military equivalent) OR
- BS in EE, EET, CE, ECE, MIS or IT or similar technical field