Product Support Representative 1

Allegion • Remote, Indiana, IN

9d • Hybrid

About The Position

As a Product Support Representative, you are a crucial part of the Allegion team, responsible for employing a solutions approach to resolving and/or answering inquiries of customers through troubleshooting and a basic level of product knowledge. This position will interact with various internal customers including technical services, customer service, sales, and operations. It will also interact with various external customers including distributors, facility managers, locksmiths, and others as needed. Training will be completed in office for a minimum of 3 months.

Requirements

• 3+ years of related industry and/or customer service experience
• HS Diploma or GED required
• Possess basic knowledge of mechanical and electronic products, including the use of volt meters and related measuring devices
• Strong written and verbal communication skills
• Working knowledge of PC based software applications (Microsoft Office – Outlook, Word, Excel) & basic web applications
• Ability to multi-task, prioritize, and manage time efficiently
• Ability to identify recurring customer issues
• Ability to develop cross-functional, professional working relationships
• Qualified candidates must be legally authorized to be employed in the United States. The company does not intend to provide sponsorship for employment visa status (e.g., H-1B, TN, etc.) for this employment position.

Nice To Haves

• Associates degree preferred

Responsibilities

• Develop a basic level understanding of mechanical and electronic Allegion products within assigned product portfolio
• Develop working knowledge of all catalogs, manuals, instruction sheets/templates, and price books
• Provide positive customer experiences by troubleshooting technical problems. Primary support will be through phone calls, but could also support through electronic communications such as email and instant messaging
• Ability to identify the needs of the customer and explain intermediate solutions in ways the customer can understand and successfully implement
• Perform primary root-cause analysis of products returned from customers
• Address all interactions and drive them to successful resolution or escalate as required
• Perform logical troubleshooting of technical issues including coaching customers through voltage and current measurements of electronic products
• Populate the CRM and Knowledge database with solutions to product problems
• Generate, update, and/or create service request tickets for all communications
• Maintain awareness of all Allegion policies, guidelines, and procedures to ensure compliance
• Provide support to cross-functional teams within the organization as required
• Meet all service level agreements as set by management
• Additional duties as assigned by manager

Benefits

• Health, dental and vision insurance coverage
• Competitive Paid Time Off
• 401K plan with a 6% company match and no vesting period
• Health Savings Accounts
• Flexible Spending Accounts
• Disability Insurance –Short-Term and Long-Term coverage
• Life Insurance – Term life coverage with the option to purchase supplemental coverage
• Tuition Reimbursement
• Voluntary Wellness Program
• Employee Discounts through Perks at Work
• Community involvement and opportunities to give back
• Opportunities to leverage your unique strengths through CliftonStrengths assessment & coaching

What This Job Offers

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