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Technical Support Specialist I

2 months ago

Danville, Virginia, United States Watchfire Signs LLC Full time
Job Overview

Position Summary

At Watchfire Signs LLC, our commitment to outstanding technical assistance and customer service sets us apart in the industry. Our help desk team plays a pivotal role in delivering this promise. These skilled call center technicians are essential team members who provide our external clients -- end users and sign technicians -- with support in installation, service, maintenance, and software operation, as well as training as part of our technical support helpdesk. This role requires a strong technical foundation and a focus on customer service.

Key Responsibilities

  • Deliver exceptional technical support to customers, dealers, and end-users with an emphasis on quality and first-call resolution.
  • Contribute to the ongoing enhancement of the Watchfire knowledgebase, which serves as a comprehensive resource for troubleshooting, how-to guides, and resolution documentation.
  • Maintain thorough records of customer interactions in the Customer Service database for each service/support call, email, and chat.
  • Undertake various specialized software and engineering tasks as needed.
  • Be available for occasional weekend duties, including on-call or remote helpdesk support.
  • Engage with the design and engineering teams, with opportunities to transition into research and development roles based on educational background and technical training.

Qualifications and Skills

  • Fundamental understanding of networking principles is essential.
  • Basic knowledge of electronics, supported by relevant coursework.
  • Experience or coursework in network installation and maintenance, including network setup, cabling, and telecommunications.
  • Prior experience in customer service is highly recommended, with at least 1 year of helpdesk or phone support experience, preferably in IT or software.
  • Outstanding verbal communication skills, demonstrating strong customer service abilities.

Education and Licensing Requirements

  • High School Diploma or GED combined with relevant work experience OR
  • Associate's degree in a technical field (or military equivalent) OR
  • Bachelor's degree in Electrical Engineering, Electronics Engineering Technology, Computer Engineering, Computer Engineering, Management Information Systems, or a related technical field.

*Watchfire is an Equal Opportunity Employer. All employment decisions will be based on merit, competence, performance, and business needs.

*Legal authorization to work in the US is required. Candidates needing sponsorship will not be considered.