Technical Support & Customer Care Specialist II

Overhead Door Corporation; Lewisville (TX); On-site; USD 38,000 - 54,000; Full time

Job summary

Overhead Door Corporation in Lewisville, TX seeks a tech support specialist to troubleshoot residential and commercial product issues via phone and chat. You will guide customers, identify needs, and route to the proper department to ensure satisfaction.

The role requires 1-2 years in a technical call center and strong problem-solving and communication skills. Training will cover our universal devices and warranty policies.

Qualifications

• Must have working knowledge of wireless networks.
• Mobile computing including Android and iOS devices.
• Location-sensing systems.
• Wireless technologies such as Bluetooth, RF tags and WiFi.
• Routing protocols for wireless networks.
• Monitoring wireless networks.
• 1-2 years customer service in a technical call center.
• Excellent telephone communication and problem-solving skills.
• Schedule flexibility and ability to work independently.

Responsibilities

• Provide product troubleshooting assistance via telephone and chat.
• Assist consumers by routing to appropriate support areas.
• Educate customers on cost-effective and correct use of products.
• De-escalate irate customers and resolve issues.
• Maintain records of customer issues to improve product quality.
• Refer customers to local dealers when needed.
• Respond to emails/chats from leadership and customers.
• Be able to work in a team or independently.

Skills

Wireless networks

Mobile devices

Location sensing

Wireless tech

Routing protocols

Network monitoring

Customer service

Telephone communication

Problem solving

Schedule flexibility

Job description

Overhead Door Corporation in Lewisville, TX seeks a tech support specialist to troubleshoot residential and commercial product issues via phone and chat. You will guide customers, identify needs, and route to the proper department to ensure satisfaction.

The role requires 1-2 years in a technical call center and strong problem-solving and communication skills. Training will cover our universal devices and warranty policies.