Product Support Representative - Software

Allegion • CO

122d • $39,600 - $70,100

About The Position

At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 30 brands, 12,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, in 2024 we were awarded the Gallup Exceptional Workplace Award, which recognizes the most engaged workplace cultures in the world. 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, IT leaders, and others as needed.

Requirements

• 3+ years of related industry and/or customer service experience; basic knowledge of access control concepts; proxy, smart, and mobile credentials; and troubleshooting preferred.
• HS Diploma or GED required.
• Associates degree preferred.
• Possess basic knowledge of mechanical and electronic products, including the use of volt meters and related measuring devices.
• Possess basic knowledge of SaaS software solutions, in addition to smart phones, wired and wireless networking, Bluetooth Low Energy, and Wi-Fi signal troubleshooting.
• Understanding of technical documentation, including engineering drawings.
• Strong written and verbal communication skills.
• Working knowledge of PC based software applications (Microsoft Office – Outlook, Word, Excel) & basic web applications.
• Strong problem-solving and analytic skills.
• Strong learning agility as it relates to frequent software updates.
• Ability to multi-task, prioritize, and manage time efficiently.
• Ability to identify recurring customer issues.
• Ability to develop cross-functional, professional working relationships.

Responsibilities

• Develop a basic level understanding of mechanical, electronic, and software Allegion products within assigned product portfolio, specifically mobile device applications, networking components, user credentials, and electronic devices.
• Develop working knowledge of all catalogs, manuals, instruction sheets/templates, and price books.
• Provide positive customer experiences by troubleshooting technical problems.
• 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.
• 401K plan, offering a 6% company match and no vesting period.
• Tuition Reimbursement.
• Competitive paid time off.
• Employee Discounts through Perks at Work.
• Community involvement and opportunities to give back.
• Opportunities to leverage your unique strengths through CliftonStrengths testing and coaching.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees