What are the responsibilities and job description for the Technical Support Representative position at DRB Systems LLC?
DRB In-Bay Solutions is a growing and vibrant software company in need of a Technical Support Rep. We are looking for motivated and enthusiastic individuals to help our organization succeed. The Technical Support Representative assists customers over the phone. They provide troubleshooting assistance of hardware and software issues, assist with software configuration, and provide help and training on DRB In-Bay products.
- Respond to remote customer inquiries regarding product features and/or functions through Technical Support Call Center.
- Serve as principal contact for fielding customer technical support requests; communicate with customers through various means, inbound and outbound calls, and email to resolve issues.
- Provide courteous and timely assistance to customers relevant to service questions or issues; maintain positive working relationships with customers and internal staff in order to effectively develop resolutions.
- Troubleshoot, sometimes complex, issues including the configuration and installation of new equipment at car wash sites and problem resolution of existing equipment.
- Thoroughly and accurately capture customer issues in tracking system, following up on open issues and closing resolved issues according to established metrics as possible.
- Provide on-site training to customers on equipment and software when required.
- Assist in developing training or policy changes to address technical support problem areas.
- Attend training in order to maintain working knowledge of current, enhanced, and new company products.
- Must be available to work occasional evenings and weekends.
The right candidate will have:
- Experience working with computer hardware and software. Customer service experience preferred.
- Proficient in Microsoft operating systems. Advanced knowledge of computer hardware including network setups.
- Strong communication and customer service experience.
- Aptitude for learning new software programs.
- Skilled in troubleshooting using analytical thinking.
- Detailed oriented.
- Ability to show critical thinking, problem solving and decisiveness in order to achieve a desired result.
- This is a full-time role located in Elkridge, Maryland.
Top Reasons Employees Love Working for DRB In-Bay Solutions
1. An Engaging and Collaborative work environment
2. A real Work life/ Home life balance
3. Comprehensive Total Rewards Package (generous paid time off and affordable benefits)
4. Impressive Workplace (Onsite fitness center, free beverages and commons area)
5. Growth and Development Opportunities
6. Comradery and Professional Family atmosphere
7. Forward Thinking Culture
8. Market Competitive Salaries
About DRB In-Bay Solutions (A DRB Company)
A leader in our industry, DRB In-Bay develops and produces state-of-the-art car wash payment systems. Our innovative hardware-software integration solutions help our customers increase revenue and galvanize their service. Unitec products combine state-of-the-art technology, user-friendly functionality and dependable design. We are looking for staff who are committed to unsurpassed customer service, advanced product design and superior quality standards.
Vontier is a $3B global industrial technology company focused on smarter transportation and mobility. Our six operating companies—Gilbarco Veeder-Root, Global Traffic Technologies, Teletrac Navman, Matco Tools, Hennessy Industries, and DRB Systems—are united by a powerful purpose: mobilizing the future to create a better world. Our portfolio of trusted brands includes market-leading expertise in mobility technologies, retail and commercial fueling, fleet management, telematics, vehicle diagnostics and repair, and smart cities. Vontier’s pioneering solutions advance safety, security, efficiency, and sustainability worldwide.
Energized by our shared purpose and values, we have a strong culture shaped by a deep organization-wide commitment to inclusion, diversity, and equity (ID&E) and environmental, social, and governance (ESG). Eight vibrant global employee resource groups serve as powerful focal points for connection, community, and advocacy, and we actively support community causes through Vontier Cares. We offer flexible remote and in-person, open-space work options.
"Vontier Corporation and all Vontier Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law."
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