• Help Desk Technician, Digital Support Group (DSG)

    Location US-IL-Danville
    Department
    Customer Service/Product Support - Technical Support / Training
    # of Openings
    1
    Position Type
    Regular Full-Time
    Shift/Hours
    Starting shift usually 9am-6pm; earlier shifts filled first by internal transfers.
  • Overview

    Watchfire Signs is an exciting, dynamic growing company, headquartered in Danville IL. We are more than 80 years strong and have been growing steadily. Vertically integrated, we do everything from engineering and sales through circuit board assembly; from accounting and technical support through final product integration and calibration. Watchfire offers comprehensive benefits including 401K with matching, affordable health/dental insurance, paid time off in year of hire, continuing education assistance and career advancement opportunities. We have been an employer of choice for decades, and are growing strong!

     

    Our true differentiator in the market is exceptional 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 customers - billboard operators and service providers - with installation, service, maintenance and software operation assistance as part of the technical support helpdesk, utilizing an extensive knowledge base and hands-on training with our team. These technicians may also periodically provide an onsite consultant support as backup to our field service 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 help desk engineer position. 

     

    NOTE: Danville IL is 1.5 hours from Indy, 2.5 from Chicagoland, 3.5 from St. Louis.

     

    *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.

     

    Responsibilities

    Provides exceptional technical support for digital outdoor billboard projects throughout the life of the sign, to include:

    • Provide extensive technical assistance during installation and going forward for digital billboards.  Responsibility and authority to include dispatching and supporting service providers as needed. 
    • Perform remote diagnosis through advanced troubleshooting and diagnostic techniques.
    • 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. 
    • Assist in the identification and qualification of service providers for ongoing customer support. 
    • Periodic evening & weekend duties, such as providing on-call or remote weekend support will be required. This will be scheduled in advance and is on a rotational schedule. 

    Required Education/Qualifications

    • AA/AAS/AS degree in technical field (or military equivalent) minimum, BS in EE, EET, CE, ECE, MIS or IT or related technical field, or equivalent experience. 
    • Previous customer service work experience is strongly recommended; 1+ years prior helpdesk / phone support experience, ideally IT/software/computer phone support, is strongly preferred;
    • Previous hands-on network installation/maintenance coursework or experience (network setup, network technician, cabling, PC setup, telecommuncations, etc.) preferred; 
    • Exceptional, demonstrated problem solving skills in a technical field preferred
    • Exceptional and demonstrated verbal communication skills required, with, demonstrated customer service skills STRONGLY preferred. 
    • Full authorization to work in the US without requiring sponsorship (no H1B, OPT, CPT, etc.)
    • Spanish language skills are a plus. 

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