Residential Pro Technical Support Representative

🔥 6 minutes ago

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Allegion

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2013

🔐 Security

🔧 Hardware

🏢 Enterprise

💰 Post-IPO Debt on 2022-06

Security • Hardware • Enterprise

Allegion is a company specializing in security solutions, focusing on security around the door and adjacent areas. They produce a wide range of products from mechanical locks to advanced biometric scanning devices, providing integrated and simple security solutions. Allegion aims to redefine security through innovative technology, ensuring safety wherever customers may be.

📋 Description

• Handle routing support inquiries and issues from channel partners, acting as a reliable point of contact through to resolution • Using established procedures, process day-to-day tickets, while resolving routine issues and coordinating cross functional responses with stakeholders • Apply formal training and considerable work experience to make timely decisions that mitigate partner impact and keep projects on schedule • Address and resolve a variety of customer service issues with electronic locks, access control systems and multi-family security solutions using standardized processes and procedures • Collaborate with the proper stakeholders on investigations and case resolution with the customer • Use clear communication skills to maintain trusted, professional relationships with builders and third-party vendors, demonstrating composure and effective conflict resolution during high-pressure situations • Communicate updated product documentation, user guides, and installation best practices tailored to builder workflows • Ensure accurate order processing and deliver high-quality customer support with moderate supervision • Document routine issues and recurring call drivers, sharing actionable feedback with internal teams to support product improvements and enhance knowledge resources • Track trends and share results for product and process roadmaps that improve partner experience and reduce cost‑to‑serve • Actively participate in ongoing training to maintain a high level of proficiency with customer support procedures related to new hardware releases, firmware updates, and software integrations • Manage ticket queues efficiently, ensuring all partner inquiries are resolved within established Service Level Agreements (SLAs) and quality standards

🎯 Requirements

• A HS Diploma or GED is required; an associate’s degree is preferred • 3+ years of industry experience in technical support, B2B customer service, or a related field • Practical knowledge of electronic locks, access control systems, and multi-family security solutions • Exceptional written and verbal communication skills, with the ability to maintain composure, resolve conflicts, and build trust with channel partners • Proven ability to efficiently manage high impact tickets, process orders accurately, and consistently meet Service Level Agreements (SLAs) • Strong ability to evaluate routine issues and apply established procedures for resolution • Highly organized and capable of managing daily workloads and making timely decisions with moderate supervision • Experience with Zendesk/ Five 9 and other CRM systems preferred • Bilingual in Spanish and/or French is 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 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