Product Technical Support Representative

Overhead Door Corporation; Lewistown (Mifflin County); On-site; USD 42,000 - 55,000; Full time

Job summary

Overhead Door Corporation is seeking an entry-level Technical Service Customer Care Representative I to provide basic technical support for our hardware and software products. You will be the first point of contact for customers and installers, helping with product questions and simple installation troubleshooting.

You'll work with more experienced colleagues to build product knowledge and troubleshooting skills, documenting issues and guiding users via phone, email, or chat.

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.
• 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

Responsibilities

• 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.

Skills

Technical knowledge

Communication

Problem-solving

Education

High school diploma or GED

Associate’s degree in engineering or equivalent technical training

Tools

CRM software

Job description

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.

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.

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 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.

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.
• 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