Product Support Representative – Software
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Job Description
Product Support Representative at Allegion troubleshooting customer inquiries around security products. Responsible for providing solutions through various customer interactions and maintaining compliance with company policies.
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. 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
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
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
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