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Intern Help Desk Technician
Job
Watchfire Signs, LLC.
Danville, IL (In Person)
Full-Time
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Job Description
Summary Our true differentiator in the market is exceptional technical support/customer service. Our help desk team is at the core of this promise. These technologically savvy call center techs are key team members who provide our outside customers -- end users and sign technicians -- with installation, service, maintenance and software operation assistance and training as part of the technical support helpdesk, utilizing an extensive knowledge base and hands-on training with our team. This is not a "customer service" CSR role in the traditional sense, as it is far more technical in nature; however, customer service is the critical focus of this helpdesk technician position. 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. 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.