Allegion is looking for a Product Support Representative to provide solutions and answer customer inquiries by troubleshooting and utilizing basic product knowledge, interacting with both internal and external customers.
Requirements
- basic knowledge of access control concepts; proxy, smart, and mobile credentials; and troubleshooting 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
- Working knowledge of PC based software applications (Microsoft Office – Outlook, Word, Excel) & basic web applications
- Strong learning agility as it relates to frequent software updates
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
- Provide positive customer experiences by troubleshooting technical problems.
- Perform primary root-cause analysis of products returned from customers
- 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
- Provide support to cross-functional teams within the organization as required
Other
- 3+ years of related industry and/or customer service experience
- HS Diploma or GED required
- Associates degree preferred
- Strong written and verbal communication skills
- Strong problem-solving and analytic skills
