Technical Product Support Rep
Core
Entry-level technical support for overhead door products, serving as the first point of contact for customers and installers regarding product questions, installation guidance, and troubleshooting.
Role type
Junior technical product support representative
Builds
Hardware and system support for Overhead Door Corp./Wayne Dalton products
Domain
Home automation / Mechanical door systems
Deliverable
client delivery
Required skills
hardware troubleshooting, software troubleshooting, CRM system familiarity, technical documentation, schematic reading, installation diagram interpretation, wiring instruction reading, conflict resolution, time management
Preferred skills
associate degree in engineering, 1-2 years customer service or technical support experience, door industry experience, mechanical/electrical field experience, technical certification (e.g., journeyman electrician), access control certification, field diagnostic tool usage (multimeters, lift equipment), mobile field service software experience, field service experience
Technologies
CRM, Hardware Support, Mobile
Responsibilities
Diagnose and resolve hardware, software, and system issues; answer customer and installer questions via phone, email, or chat; escalate complex defects to engineering teams; document common user issues and create support guides or tickets