Product Support Representative - Software at Allegion in New Jersey

Product Support Representative - Software Location: Remote, Colorado Creating Peace of Mind by Pioneering Safety and Security 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. 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. What You Will Do: 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 What You Need to Succeed: 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 Why Work for Us? Allegion is a Great Place to Grow your Career if: You're seeking a rewarding opportunity that allows you to truly help others.  With thousands of employees and customers around the world, there’s plenty of room to make an impact. As our values state, “this is your business, run with it”. You’re looking for a company that will invest in your professional development.  As we grow, we want you to grow with us. You want a culture that promotes work-life balance.  Our employees enjoy generous paid time off, because at Allegion we recognize that you have a full life outside of work! What You’ll Get from Us: 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 Apply Today! Join our team of experts today and help us make tomorrow’s world a safer place! Compensation: This range is provided by Allegion. Your actual pay will be based on your skills and experience. 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 We Celebrate Who We Are! 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. Whatever your background, experience, race, color, national origin, religion, age, gender, gender identity, disability status, sexual orientation, protected veteran status, or any other characteristic protected by law, we will make sure that you have every opportunity to impress us in your application and the opportunity to give your best at work, not because we’re required to, but because it’s the right thing to do.   We are also committed to providing accommodations for persons with disabilities. If for any reason you cannot apply through our career site and require an accommodation or assistance, please contact our Talent Acquisition Team. © Allegion plc, 2023 | Block D, Iveagh Court, Harcourt Road, Dublin 2, Co. Dublin, Ireland REGISTERED IN IRELAND WITH LIMITED LIABILITY REGISTERED NUMBER 527370 Allegion is an equal opportunity and affirmative action employer Privacy Policy Additional Locations: Remote, New Jersey