Help Desk Customer Service Technician

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6 days ago Be among the first 25 applicants

Location:

Hoopeston, IL

Salary: $40,000.00-$

• Provide world‑class customer tech support promptly, with a focus on quality and 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 the 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.
• 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.

• Medical
• Dental
• Vision
• Company‑Paid Life/AD&D
• Voluntary Life/AD&D
• Dependent Life/AD&D
• 401k with Employer Match

Entry level

Full‑time

Other

Appliances, Electrical, and Electronics Manufacturing