Product Technical Support Representative

The Technical Service Customer Care Representative I provides entry‑level technical support for products manufactured by Overhead Door Corp./Wayne Dalton. This role serves as the first point of contact for customers and installers needing assistance with basic product or installation questions and troubleshooting, while working closely with more experienced team members to develop product knowledge and troubleshooting skills.

Responsibilities

• Diagnose and fix hardware, software, or system errors.
• Answer questions and guide users via phone, email, or chat.
• Escalate complex bugs or difficult issues to engineering or product development teams.
• Record common user problems and write helpful guides or support tickets.

Required Skills

• Solid grasp of the company’s specific hardware or software.
• Ability to explain technical concepts in simple, clear terms.
• Strong patience and analytical skills to identify root causes.

Qualifications

• 0–2 years of work experience required.
• High school diploma or GED required; technical coursework is a plus.
• Willingness to learn and grow product lines and technical skills.
• Basic computer skills and CRM usage.
• Proficiency with technical documentation and product specifications.
• Ability to read schematics, installation diagrams, and wiring instructions.
• Strong written and verbal communication skills.
• Strong customer service and conflict‑resolution skills in high‑pressure environments.
• Ability to manage time and priorities in a fast‑paced environment.
• Interpersonal focus on the customer experience.
• Associate’s degree in engineering or equivalent technical training preferred.
• 1–2 years of customer service or technical support experience, ideally in the door industry or related mechanical/electrical fields.
• Technical certification or trade license (e.g., journeyman electrician, access control certification, etc.) preferred.
• Experience with field diagnostic tools such as multimeters, lift equipment, and mobile field service software.
• Field service experience.