Technical Product Support Representative
Job Location:
Lewistown, MT - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Department:
Job Summary
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 companys 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.
Associates degree in engineering or equivalent technical training is preferred.
12 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
Required Experience:
Unclear Seniority
About Company
Overhead Door Corporation offers more than a day job where you clock in and out; we’re a dynamic environment where you see the results of your hard work firsthand and receive deserved recognition.
