Product Support Representative – Software

Allegion

Product Support Representative at Allegion troubleshooting customer inquiries around security products. Responsible for providing solutions through various customer interactions and maintaining compliance with company policies.

Posted 5/1/2026full-timeRemote • Colorado, New Jersey • 🇺🇸 United StatesMid-LevelSenior💰 $40,000 - $70,100 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

Health, dental and vision insurance coverage, helping you “be safe, be healthy”.
A commitment to your future with a 401K plan, offering a 6% company match and no vesting period
Tuition Reimbursement
Competitive paid time off
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 testing and coaching

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

troubleshootingroot-cause analysisvoltage measurementscurrent measurementsaccess control conceptsSaaS software solutionsBluetooth Low EnergyWi-Fi signal troubleshootingtechnical documentationengineering drawings

Soft Skills

customer servicecommunication skillsproblem-solvinganalytical skillslearning agilitymulti-taskingprioritizationtime managementrelationship buildingcoaching

Certifications

HS DiplomaGEDAssociates degree