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