Allegion

Technical Operations Support Specialist

Allegion

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

IoT

About the role

  • Equipment Orders: Receive and process orders for new or additional WiFi & Z-Wave hubs and locks.
  • Smart-Home Equipment Troubleshooting: Monitor various sources of error reporting (e.g., system logs, internal dashboards), perform Tier 2 & Tier 3 diagnostics on smart-home devices (Z-Wave, WiFi), network connectivity, and application issues, and contact the client with next steps, documenting all steps in the CRM.
  • Customer Support Assistance: Collaborate with the Customer Support team to provide technical guidance and support during customer installations, including remote device provisioning and network configuration assistance.
  • Platform Training and Expertise: Develop a deep understanding of the different NterNow platforms, including backend system architecture and third-party IoT/Alarm platforms for troubleshooting and integration purposes.
  • Pick, pack, and ship orders via UPS, adhering to strict quality control and shipping logistics procedures.
  • Provide our high standard of customer service to our wide base of customers, handling technical escalations with professionalism.

Requirements

  • Excellent organizational and time management skills.
  • Strong technical aptitude and problem-solving abilities, with experience in systematic root cause analysis.
  • Proficiency in working with various IT software and hardware systems
  • Effective communication skills, both written and verbal, for relaying complex technical issues to non-technical users.
  • Ability to work independently and as part of a team.
  • Willingness to learn and adapt to new technologies.
  • Direct experience with IoT(e.g., Z-Wave, Zigbee, MQTT) and smart-home technology is strongly 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 up to $2,000 in 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Z-WaveWiFiIoTsystematic root cause analysisnetwork connectivityremote device provisioningnetwork configurationdiagnosticsCRM documentationbackend system architecture
Soft Skills
organizational skillstime managementproblem-solvingeffective communicationteam collaborationindependenceadaptabilitycustomer serviceprofessionalismtechnical guidance