Garage Door Tech Support Specialist (Hybrid/Remote)

Overhead Door Corporation; Lewisville (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

Overhead Door Corporation is seeking a Level 1 Customer Service Agent to provide professional, knowledgeable, and solution-focused support for Genie and Overhead Door residential garage door opener products. You will handle programming, installation guidance, operation, maintenance, troubleshooting, warranty, orders, billing, and general product inquiries.

This role requires strong communication, problem-solving, data-entry, and the ability to learn product knowledge in a fast-paced call center.

Qualifications

• Previous customer service, contact center, technical support, retail, or related experience preferred.
• Strong verbal and written communication skills.
• Strong active listening, critical thinking, and problem-solving skills.
• Ability to troubleshoot and explain technical product information to customers with varying levels of technical knowledge.
• Ability to learn and retain product, system, policy, and procedural information.
• Comfortable learning and working with residential garage door opener systems and related components.
• Ability to navigate multiple computer applications and systems while assisting customers.
• Strong data-entry and attention-to-detail skills with the ability to accurately document customer and product information.
• Ability to de-escalate challenging customer interactions and maintain professionalism.

Responsibilities

• Provide professional and knowledgeable customer service through telephone, email, chat, and other supported communication channels.
• Assist customers with Genie and Overhead Door residential garage door opener programming, installation guidance, operation, maintenance, troubleshooting, and product application or compatibility questions.
• Assist customers with basic questions related to residential garage door operation and the interaction between the garage door and garage door opener.
• Ask effective probing questions to accurately identify customer needs and determine appropriate solutions.
• Troubleshoot product and customer issues and provide clear, accurate instructions and explanations.
• Educate customers on the correct and cost-effective use of company products.
• De-escalate difficult or irate customer interactions and determine appropriate solutions to resolve concerns while maintaining a positive customer experience.

Skills

Customer service

Contact center

Technical support

Education

High school diploma or GED

Equivalent experience considered

Job description

Overhead Door Corporation is seeking a Level 1 Customer Service Agent to provide professional, knowledgeable, and solution-focused support for Genie and Overhead Door residential garage door opener products. You will handle programming, installation guidance, operation, maintenance, troubleshooting, warranty, orders, billing, and general product inquiries.

This role requires strong communication, problem-solving, data-entry, and the ability to learn product knowledge in a fast-paced call center.