[Hiring] Product Support Representative @Allegion

Role Description

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.

• 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. 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, as well as advice for networking requirements of Allegion 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.

Qualifications

• 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.

Benefits

• Health, dental and vision insurance coverage, helping you “be safe, be healthy”.
• A commitment to your future with a 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 so you can “serve others, not yourself”.
• Opportunities to leverage your unique strengths through CliftonStrengths testing and coaching.

Compensation

The expected Base Annual Range: $40,000-$70,100. The actual compensation will be determined based on experience and other factors permitted by law.

Remote Location

New Jersey

Diversity and Inclusion

Allegion is committed to building and maintaining a diverse and inclusive workplace. Together, we embrace all differences and similarities among colleagues, as well as the differences and similarities within the relationships that we foster with customers, suppliers and the communities where we live and work.