Help Desk EU Specialist

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. 

Qualifications/Skills: 

• 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  

Education and Licensing 

• 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