Patheon Technical Support Representative - HYBRID

DRB • Lakemore, OH

2d • Hybrid

About The Position

The Technical Support Representative serves as a liaison between DRB Systems and its current and potential customers, providing technical assistance to car wash owners, operators, and staff. The role focuses on resolving customer issues, complaints, and inquiries while keeping customer satisfaction at the center of decisions and interactions.

The representative responds to technical requests, troubleshoots technical and process issues, and supports customers with product configuration changes and training. They document interactions and resolution steps in Salesforce, follow up to verify issues are resolved, and may assist with training new representatives. The position requires availability to work evenings, weekends, and holidays on a rotation, and involves sitting for long periods while performing computer work.

Requirements

• Experience in a 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.
• Knowledge of MS Office, including Excel, Word, and PowerPoint.
• Curiosity.
• High school diploma, GED, or high school equivalence certificate.

Nice To Haves

• Associate or bachelor's degree.
• Technical experience.

Responsibilities

• Respond in a timely and accurate manner to incoming phone calls and emails from car wash owners, operators, and management seeking technical support, configuration changes, or product training.
• Resolve customer cases involving technical requests and troubleshoot technical and process issues.
• Record notes in Salesforce detailing the steps and processes taken during each interaction.
• Follow up with customers to ensure their technical issues have been resolved.
• Assist in training new Technical Support Representatives.
• Gather data to identify and evaluate technical purchasing options.
• Provide best-in-class service to internal and external customers.
• Be available to work evenings, weekends, and holidays on a rotating basis.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED