Product Support Representative 1

Summary

Allegion specializes in safety and security products for residential, commercial, and institutional environments. The Product Support Representative provides customer support by troubleshooting mechanical and electronic products, resolving inquiries, documenting solutions, and collaborating with internal and external customers.

Responsibilities

• Develop a basic level understanding of mechanical and electronic Allegion products within assigned product portfolio
• 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
• 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

Skills

• * 3+ years of related industry and/or customer service experience
• * HS Diploma or GED required
• * Possess basic knowledge of mechanical and electronic products, including the use of volt meters and related measuring devices
• * Strong written and verbal communication skills
• * Working knowledge of PC based software applications (Microsoft Office – Outlook, Word, Excel) & basic web applications
• * Ability to multi-task, prioritize, and manage time efficiently
• * Ability to identify recurring customer issues
• * Ability to develop cross-functional, professional working relationships
• * Associates degree preferred

Qualifications

Must Haves

• * 3+ years of related industry and/or customer service experience
• * HS Diploma or GED required
• * Possess basic knowledge of mechanical and electronic products, including the use of volt meters and related measuring devices
• * Strong written and verbal communication skills
• * Working knowledge of PC based software applications (Microsoft Office – Outlook, Word, Excel) & basic web applications
• * Ability to multi-task, prioritize, and manage time efficiently
• * Ability to identify recurring customer issues
• * Ability to develop cross-functional, professional working relationships

Nice to Haves

• * Associates degree preferred

Benefits

• Flexible remote work arrangement, with occasional on-site visits as needed based on the role
• Professional development investment and opportunities for career growth
• Generous paid time off
• Health, dental and vision insurance coverage
• Competitive Paid Time Off
• 401K plan with a 6% company match and no vesting period
• Health Savings Accounts
• Flexible Spending Accounts for healthcare and/or dependent daycare expenses
• Short-Term and Long-Term Disability Insurance, paid for by Allegion
• Term life insurance coverage with the option to purchase supplemental coverage
• Tuition Reimbursement
• Voluntary Wellness Program with monetary rewards for completing wellness activities
• Employee Discounts through Perks at Work
• Community involvement and opportunities to give back
• Opportunities to leverage your unique strengths through CliftonStrengths assessment and coaching