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 is the first point of contact for customers/ installers needing assistance with basic product/ installation questions or product/ installation troubleshooting. Works closely with more experienced team members to develop product knowledge and troubleshooting skills.

Main

Duties Troubleshooting: Diagnose and fix hardware, software, or system errors. Customer Communication: Answer questions and guide users via phone, E-Mail, or chat. Escalation: Send complex bugs or difficult issues to engineering or product development teams.

Documentation: Record common user problems and write helpful guides or support tickets.

Required Skills Technical Knowledge: A solid grasp of the company's specific hardware or software. Communication: The ability to explain hard technical concepts in simple, clear terms. Problem-Solving: Strong patience and analytical skills to find the root cause of an issue. • A minimum of 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. • Proficient with technical documentation and product specs. • Ability to read schematics, installation diagrams, and wiring instructions. • Strong communication (written and verbal) skills and ability to effectively troubleshoot. • Strong customer service and conflict resolution skills in high-pressure environments. • Ability to manage time and priorities in a fast-paced environment. • Interpersonal and focus on the Customer Experience. • Associate’s degree in engineering or equivalent technical training is preferred. • 1–2 years of customer service or tech support experience.

Ideally in the door industry or related fields (mechanical/electrical). • Technical certification or trade license (e.g., journeyman electrician, access control certification, etc.). • Experience with field diagnostic tools (multimeters, lift equipment, mobile field service software). • Field service experience