Product Support Representative - Software
$40k - $70.1kAllegion Canada Inc.
- # Product Support Representative - SoftwareApply: Remote, New Jersey: Full time: Posted Yesterday: JR37801## **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 40 brands, 14,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond.* *Additionally, Allegion is proud to be recognized with the 2026 Gallup Exceptional Workplace Award (GEWA) for the third consecutive year, earning distinction in both the employee engagement and strengths categories. This year, Allegion also received Gallup’s With Distinction honor — a designation reserved for a select group of organizations that go above and beyond in building exceptional workplace cultures.***Product Support Representative - Software-Remote New Jersey**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. At Allegion, we recognize that great talent and breakthrough ideas can come from anywhere. That’s why this position offers a flexible remote work arrangement, with occasional on-site visits as needed based on the role. Whether you’re working remotely or collaborating in person, we’re committed to providing the tools, support, and dynamic environment you need to succeed.At Allegion, your career thrives where innovation meets flexibility, empowering you to achieve your goals while maintaining a healthy work-life balance. While this is the current structure and we currently have no plans to change, we reserve the right to make changes to the remote schedule as needed at the Company’s discretion.**Job Summary:**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.**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!* You want to work for an award-winning company that invests in its people. Allegion is proud to be a recipient of the Gallup Exceptional Workplace Award for the second year in a row, recognizing our commitment to employee engagement, strengths-based development, and unlocking human potential.**What You’ll Get from Us:*** 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 **Compensation:** This range is provided by Allegion. Your actual pay will be based on your skills and experience.* · The expected Base Salary Range: $40,000 to $70,100. The actual compensation will be determined based on experience and other factors permitted by law. **Apply Today!**Join our team of experts today and help us make tomorrow’s world a safer place!Not sure if your experience perfectly aligns with the role? Studies have shown that some people are less likely to apply to jobs unless they meet every single qualification and every single preferred qualification of a job posting. At Allegion, we are dedicated to building a diverse, inclusive, and authentic workplace. So, if you’re excited about this role but your past experience doesn’t align perfectly with every item in the job description, we encourage you to apply anyway. You may be just the right candidate for this role.
- J-18808-Ljbffr Allegion Canada Inc.
Vacancy posted 2 days ago
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