Job description

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 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.

Requirements

Must-haves

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.
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.
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.
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

Nice-to-haves

High school diploma or GED required; technical coursework is a plus.
Associate’s degree in engineering or equivalent technical training is preferred.

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: oracle-cloud
Effort: medium