Product Support Representative – Software

Allegion

. Employ a solutions approach to resolve and answer customer inquiries through troubleshooting and basic product knowledge .

Posted 10/2/2026full-timeNew Jersey • United StatesMid-LevelSenior💰 $40,000 - $70,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates a strong understanding of mechanical and electronic products, troubleshooting techniques, and customer service principles. Proficient in utilizing CRM systems and technical documentation to resolve customer inquiries effectively.

Highest-signal resume keywords

Customer Service ExperienceTroubleshooting SkillsKnowledge of Mechanical ProductsSaaS Software SolutionsStrong Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingRoot-Cause AnalysisVoltage and Current MeasurementsTechnical Documentation UnderstandingAccess Control ConceptsUse of Volt MetersNetworking RequirementsProblem-SolvingAnalytic SkillsLearning Agility

Soft Skills

Written CommunicationVerbal CommunicationMultitaskingTime ManagementRelationship Building

Tools & Technologies

CRM SystemsMicrosoft OutlookMicrosoft WordMicrosoft ExcelWeb ApplicationsBluetooth Low EnergyWi-Fi Signal Troubleshooting

Certifications & Qualifications

HS DiplomaGEDAssociate Degree (Preferred)

Industry Keywords

Customer InquiriesService Level AgreementsCross-Functional TeamsElectronic DevicesMobile Applications

About the role

Key responsibilities & impact

Employ a solutions approach to resolve and answer customer inquiries through troubleshooting and basic product knowledge
Develop basic understanding of mechanical, electronic, and software products, especially mobile applications, networking components, user credentials, and electronic devices
Develop working knowledge of catalogs, manuals, instruction sheets/templates, and price books
Troubleshoot technical problems primarily by phone, with support via email and instant messaging
Identify customer needs and explain intermediate solutions customers can understand and implement
Perform primary root-cause analysis of products returned by customers
Address interactions through successful resolution or escalate as required
Perform logical troubleshooting, including coaching customers through voltage and current measurements and advising on networking requirements
Populate CRM and knowledge databases with product problem solutions
Generate, update, and create service request tickets for communications
Maintain awareness of Allegion policies, guidelines, and procedures
Support cross-functional teams as required
Meet management-defined service level agreements
Perform additional duties assigned by the 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
Associate degree preferred
Basic knowledge of mechanical and electronic products, including use of volt meters and related measuring devices
Basic knowledge of SaaS software solutions, smartphones, 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, including Microsoft Outlook, Word, and Excel, and basic web applications
Strong problem-solving and analytic skills
Strong learning agility regarding frequent software updates
Ability to multitask, prioritize, and manage time efficiently
Ability to identify recurring customer issues
Ability to develop cross-functional, professional working relationships
Legally authorized to be employed in the United States; employment visa sponsorship is not intended

Benefits

Comp & perks

Flexible remote work arrangement with occasional on-site visits as needed
Work-life balance
Generous paid time off
Health, dental and vision insurance coverage
401K plan with a 6% company match and no vesting period
Health Savings Accounts
Flexible Spending Accounts
Short-Term and Long-Term Disability Insurance paid for by Allegion
Term life insurance with option to purchase supplemental coverage
Tuition Reimbursement
Voluntary Wellness Program with monetary rewards
Employee Discounts through Perks at Work
Community involvement and opportunities to give back
CliftonStrengths assessment and coaching
Professional development investment