Technical Support Representative

- Respond to customer inquiries in a timely and accurate manner via incoming phone calls, emails, and other support channels from car wash owners, operators, and management.
- Provide technical support for proprietary software and hardware systems, including troubleshooting, configuration changes, and user guidance.
- Resolve customer cases by diagnosing technical and process-related issues and documenting all actions taken.
- Use Salesforce to log detailed case notes, troubleshooting steps, resolutions, escalations, and customer follow-up activity.
- Follow up with customers to ensure issues are fully resolved and service expectations are met.
- Escalate unresolved or complex technical issues to appropriate internal teams such as product, engineering, or field support.
- Assist in training new Technical Support Representatives and share product knowledge, support processes, and best practices.
- Gather customer feedback and usage data to identify trends, recurring issues, and opportunities for technical or process improvements.
- Provide best-in-class service to both internal and external customers.
- Support customers with software navigation, basic system configuration, connectivity issues, device setup, and general operational troubleshooting.
- Work evenings, weekends, and holidays on a rotating basis as needed.
- Perform computer-based work for extended periods of time.

Maintain professionalism, patience, and composure in high-stress situations.

- Experience in a customer-facing role
- Ability to maintain composure in high-stress situations
- Strong problem-solving and troubleshooting skills
- Active listening and interpersonal skills
- Strong attention to detail
- Knowledge of MS Office applications, including Excel, Word, and PowerPoint
- Curiosity and willingness to learn technical systems
- Ability to document cases clearly and accurately
- Strong verbal and written communication skills
- Ability to manage multiple cases and priorities in a fast-paced environment

- High School Diploma or equivalent required
- Associate’s or Bachelor’s degree
- Technical experience
- Prior experience supporting software, hardware, or SaaS-based products
- Experience in a call center, help desk, service desk, or technical support environment
- Exposure to car wash, retail fueling, mobility, POS, or field equipment technology
- Experience training users or supporting new product implementations
- Familiarity with customer support metrics such as first call resolution, response time, and case closure time
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WHO IS DRB

(A Vontier Company) is the leading provider of technology-enabled devices and software solutions to the North American car care industry.

WHAT WE DO: enabling the future of vehicle care – wherever the road takes you.
WHY WE DO IT: To fuel our client’s growth with connected, data-led technology, driven by our spirit of innovation and commitment to excellence.

WHO IS VONTIER
Vontier (NYSE: VNT) is a global technology company powering the way the world moves. We empower businesses in the transport sector to adapt to a fast-changing landscape by uniting productivity, automation and multi-energy technologies.

Our smart, connected solutions serve roadside convenience retail stores, fleet operators, and auto repair technicians. From integrated payments and EV charging software to carwash technology and retail automation, we help customers stay productive and prepared for a rapidly evolving industry.

With decades of expertise and a balanced portfolio, Vontier enables businesses to navigate complexity, unlock growth, and build a cleaner, safer future. Driven by continuous improvement and the dedication of Team Vontier, we empower businesses to think bigger, act boldly, and thrive on the road ahead. Learn more at www.vontier.com

At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.

Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future.

Join our community of passionate people working together to navigate challenges and seize new opportunities. At Vontier, you are not on this journey alone, we are committed to equipping you with the tools and support you need to fuel your innovation, lead with impact, and thrive both personally and professionally.

Together, let’s power the way the world moves!