Patheon Technical Support Representative - HYBRID

DRB • Akron, OH

1d • Hybrid

About The Position

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

The representative responds to incoming phone calls and emails about technical support, configuration changes, and product training; resolves technical requests and troubleshoots technical and process issues; documents interactions in Salesforce; and follows up to confirm issues are resolved. The role also supports training new Technical Support Representatives and gathers data to identify and evaluate technical purchasing options. It requires providing high-quality service to internal and external customers and availability to work evenings, weekends, and holidays on a rotation.

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 promptly and accurately to customer phone calls and emails requesting 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 every interaction.
• Follow up with customers to ensure 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.
• Work evenings, weekends, and holidays on a rotation.

What This Job Offers

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