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. 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.

Required Qualifications/Skills:

Solid understanding of basics of networking (not simply computer operation) is

REQUIRED

• significant college coursework preferred. Basic understanding of electronics
• including college coursework
• strongly preferred.

NETWORKING

Previous hands-on network installation/maintenance coursework or experience (network setup, network technician, cabling, PC setup, telecommunications, etc.) preferred. Previous customer service work experience is strongly recommended; 1+ years prior helpdesk / phone support experience, ideally IT/software/computer phone support, is strongly preferred. Some physical ability such as moderate lifting, working on ladders and in bucket trucks at heights, etc. required. Exceptional and demonstrated verbal communication skills required, with demonstrated customer service skills

STRONGLY

preferred. Bilingual Spanish at a level of providing technical information via verbal or written communications a PLUS but not required. Willingness to work occasional overtime and weekends required. Required Education and Licensing

AA/AAS/AS

degree in technical field (or military equivalent) minimum BS in EE, EET, CE, ECE, MIS or IT or similar technical field strongly preferred. Benefits Medical Dental Vision Company Paid Life/ADD Voluntary Life/ADD Dependent Life/ADD 401k with Employer Match Vacation Personal Time Watchfire is an Equal Opportunity Employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. Legal authorization to work in the US required. We will not consider candidates who need sponsorship, now or in the future, to be legally employed in the US. No H1B, OPT, CPT or other "temporary work authorization" candidates will be considered. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.