Residential Pro Technical Support Representative
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Technical Support Representative handling support inquiries for channel partners in security solutions. Resolving issues related to electronic locks and access control systems.
Responsibilities:
- Handle routing support inquiries and issues from channel partners, acting as a reliable point of contact through to resolution
- Using established procedures, process day-to-day tickets, while resolving routine issues and coordinating cross functional responses with stakeholders
- Apply formal training and considerable work experience to make timely decisions that mitigate partner impact and keep projects on schedule
- Address and resolve a variety of customer service issues with electronic locks, access control systems and multi-family security solutions using standardized processes and procedures
- Collaborate with the proper stakeholders on investigations and case resolution with the customer
- Use clear communication skills to maintain trusted, professional relationships with builders and third-party vendors, demonstrating composure and effective conflict resolution during high-pressure situations
- Communicate updated product documentation, user guides, and installation best practices tailored to builder workflows
- Ensure accurate order processing and deliver high-quality customer support with moderate supervision
- Document routine issues and recurring call drivers, sharing actionable feedback with internal teams to support product improvements and enhance knowledge resources
- Track trends and share results for product and process roadmaps that improve partner experience and reduce cost‑to‑serve
- Actively participate in ongoing training to maintain a high level of proficiency with customer support procedures related to new hardware releases, firmware updates, and software integrations
- Manage ticket queues efficiently, ensuring all partner inquiries are resolved within established Service Level Agreements (SLAs) and quality standards
Requirements:
- A HS Diploma or GED is required; an associate’s degree is preferred
- 3+ years of industry experience in technical support, B2B customer service, or a related field
- Practical knowledge of electronic locks, access control systems, and multi-family security solutions
- Exceptional written and verbal communication skills, with the ability to maintain composure, resolve conflicts, and build trust with channel partners
- Proven ability to efficiently manage high impact tickets, process orders accurately, and consistently meet Service Level Agreements (SLAs)
- Strong ability to evaluate routine issues and apply established procedures for resolution
- Highly organized and capable of managing daily workloads and making timely decisions with moderate supervision
- Experience with Zendesk/ Five 9 and other CRM systems preferred
- Bilingual in Spanish and/or French is preferred
Benefits:
- Health, dental and vision insurance coverage, helping you “be safe, be healthy”
- Competitive Paid Time Off
- A commitment to your future with a 401K plan, which currently offers a 6% company match and no vesting period
- Health Savings Accounts – Tax-advantaged savings account used for healthcare expenses
- Flexible Spending Accounts – Tax-advantaged spending accounts for healthcare and/or dependent daycare expenses
- Disability Insurance –Short-Term and Long-Term coverage, paid for by Allegion, provides income replacement for illness or injury
- Life Insurance – Term life coverage with the option to purchase supplemental coverage
- Tuition Reimbursement
- Voluntary Wellness Program – Simply complete wellness activities and earn monetary rewards
- 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 assessment & coaching
Similar Jobs
IT Support Engineer
IT Support Engineer supporting US team in administrative tasks and ticket assignments at ALTEN Mexico. Involves maintaining IT systems and ensuring data integrity for laboratory operations.
Support Engineer
Support Engineer managing customer interactions by providing exceptional support for engineering tasks. Working with a global leader in CN-based chemicals for diverse sectors from mining to agriculture.
Technical Support Specialist
Provide technical support for all customers utilizing the InteractRV Web Platform. Focus on customer requests via phone, email, and chat while maintaining web platforms.
Technical Support Manager
Technical Support Manager leading the Technical Support Desk and ensuring compliance within the European market at Aggreko. Driving customer satisfaction and technical excellence with innovative technologies
Customer Support Technician
Customer Support Technician providing technical support to clients using Mitto's platform and collaborating with partners and internal teams. Handling customer inquiries with a focus on problem-solving and technical knowledge.
IT Support Analyst – Supervisor
Lead and develop the Maggie Support Analyst team at Magna Legal Services providing remote legal tech support. Manage incident response and build knowledge base for court reporters.
IT Support Analyst
IT Support Analyst handling customer support for Magna's Maggie product. Resolving technical issues and collaborating with IT teams during live depositions.
IT Support Analyst
IT Support Analyst managing technical support for the Maggie product at Magna Legal Services. Triage and resolve issues for court reporters during live deposition proceedings.
Critical Systems Service Support Engineer
Critical Systems Service Support Engineer at Carrier managing HVAC automation technologies. Responsibilities include complex problem-solving, mentoring, and system maintenance in remote locations across the USA.
Support Engineer
Support Engineer ensuring reliability and performance of ShipScience platform for over 700 customers. Collaborating with Engineering and Support teams to resolve escalated technical issues and improve operational processes.
CAD Support Technician
CAD Technician providing technical drafting, drawing management, and document control for military healthcare facilities. Ensure compliance with facility documentation standards while utilizing CAD software for facility management programs.
Director, Technical Support
Director of Technical Support at ClickUp, leading AI-driven customer support initiatives and global teams for enhanced user experience. Demonstrating deep technical expertise and strategic leadership in SaaS environment.
Senior Technical Support Engineer
Senior Technical Support Engineer at PreVeil, helping defense industrial base clients with cybersecurity deployments. Leading onboarding, technical support, and collaboration across teams.
Support Analyst – Senior, Veeva Systems
Support Analyst ensuring compliance in regulated Life Sciences and Healthcare environments. Involves problem-solving in corporate Windows settings and collaboration with global teams.
CAPPS Application Support Analyst
Senior-level consultative and technical support role for CAPPS applications with Cayuse. Requires extensive Texas public sector experience and ERP solutions knowledge.
CAPPS Functional Technical Analyst
CAPPS Functional Technical Analyst providing technical assistance and consultative services for CAPPS program. Focused on HR/Payroll and related CAPPS modules with minimal supervision.
Financial Functional Technical Analyst
Analyzing financial processes and providing technical support for CAPPS financials. Collaborating with service desk and ensuring compliance with standards and requirements.
IT Service Desk Support Analyst – Level 1
IT Service Desk Support Analyst providing 1st Level Support to IT systems and integration solutions. Working with clients to resolve issues, manage tickets, and support new applications.
Senior Telecom Support Engineer
Senior Telecom Support Engineer at Hewlett Packard Enterprise providing advanced technical support for telecom and networking solutions. Analyzing issues and delivering effective solutions while ensuring customer satisfaction.
Technical Support Engineer – Openstack, Kubernetes
Technical Support Engineer maintaining customer environments and supporting Mirantis OpenStack/Kubernetes infrastructure. Troubleshooting system-level issues with hands-on Linux administration experience.