Epic Tapestry Analyst
Prominence Advisors
Product Support Representative, Software
Allegion
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Develop a basic level understanding of mechanical, electronic, and software Allegion products within assigned product portfolio
- Provide positive customer experiences by troubleshooting technical problems primarily via phone, email, and instant messaging
- Interact with internal customers (technical services, customer service, sales, operations) and external customers (distributors, facility managers, locksmiths, IT leaders)
- Identify the needs of the customer and explain intermediate solutions they can understand and implement
- Perform primary root-cause analysis of products returned from customers and drive interactions to resolution or escalate as required
- Perform logical troubleshooting including coaching customers through voltage and current measurements and advising on networking requirements
- Populate the CRM and Knowledge database with solutions and generate/update/create service request tickets for all communications
- Maintain awareness of 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
- Perform additional duties as assigned by manager
Requirements
- 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
- Qualified candidates must be legally authorized to be employed in the United States; company will not sponsor employment visas
