Technical Support Representative-HYBRID ROLE

Dr. B; Akron (OH); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading technology provider in Akron, Ohio, is seeking a Technical Support Representative. This role involves providing technical assistance to car wash operators and ensuring customer satisfaction. Candidates should have customer service experience, strong problem-solving skills, and proficiency in MS Office. This position requires excellent communication and troubleshooting abilities.

Qualifications

• Experience in a customer-facing position.
• Ability to maintain composure in high-stress situations.
• Strong attention to detail.

Responsibilities

• Respond to customer queries in a timely manner.
• Resolve technical issues and troubleshoot problems.
• Take notes in Salesforce on interactions.

Skills

Customer service experience

Problem-solving skills

Technical troubleshooting

Active listening

Attention to detail

Education

High School Diploma (or GED)

Associates or Bachelor's Degree

Tools

MS Office (Excel, Word, Power Point)

Job description

DRB Systems ("DRB") is the leading provider of technology-enabled devices and software solutions to the North American car wash industry. The Technical Support Representative is responsible for providing technical assistance to car wash owners, operators, and staff.

JOB PURPOSE :

We are looking for a Technical Support Representative that will be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries, keeping customer satisfaction at the core of every decision and behavior.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

• Respond to customer queries in a timely and accurate way: incoming phone calls and e-mails from car wash owners, operators, and management needing technical support, configuration changes, or training on their products.
• Resolves cases representing technical requests from our customers, troubleshoots technical and process issues.
• Takes Notes in Salesforce detailing steps and processes taken on every interaction.
• Follow up with customers to ensure their technical issues are resolved.
• Assist in training new Technical Support Representatives.
• Gathers data to identify and evaluate technical purchasing options.
• Provide Best in Class service to internal and external customers.
• Availability to work evenings, weekends, and holidays on a rotation.
• Sitting for long periods of time doing computer work.

MINIMUM REQUIREMENTS :

• Experience in customer facing position.
• Ability to maintain composure in high-stress situations.
• Problem solving and troubleshooting skills.
• Active listening and interpersonal skills.
• Strong attention to detail.
• Knowledgeable in MS Office (Excel, Word, Power Point).
• Curiosity.

Education :

• High School Diploma (or GED or High School Equivalence Certificate).

Preferred Requirements :

• Associates or Bachelor's Degree.
• Technical experience.

DRB is the car care technology leader for 40 years, providing operators with rapid ROI, unparalleled membership growth, and unwavering reliability. Our technology gives operators the tools they need to maximize their car care investments.

Vontier is a $3B global industrial technology company focused on smarter transportation and mobility. Vontier is proud to be an equal opportunity employer, striving to build inclusive environments and ensuring equitable access, opportunity, and treatment for all.

Vontier is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or an accommodation in the application or interview process, you may contact us at e-mail [e-mail].

Vontier is an Equal Opportunity Employer.