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. 

Responsibilities

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.  

Qualifications

•    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