Product Support Representative - Software

Creating Peace of Mind by Pioneering Safety and Security At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 40 brands, 14,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond.  Additionally, Allegion is proud to be recognized with the 2026 Gallup Exceptional Workplace Award (GEWA) for the third consecutive year, earning distinction in both the employee engagement and strengths categories. This year, Allegion also received Gallup’s With Distinction honor — a designation reserved for a select group of organizations that go above and beyond in building exceptional workplace cultures. Product Support Representative - Software-Remote New Jersey Qualified candidates must be legally authorized to be employed in the United States. The company does not intend to provide sponsorship for employment visa status (e.g., H-1B, TN, etc.) for this employment position. At Allegion, we recognize that great talent and breakthrough ideas can come from anywhere. That’s why this position offers a flexible remote work arrangement, with occasional on-site visits as needed based on the role. Whether you’re working remotely or collaborating in person, we’re committed to providing the tools, support, and dynamic environment you need to succeed. At Allegion, your career thrives where innovation meets flexibility, empowering you to achieve your goals while maintaining a healthy work-life balance. While this is the current structure and we currently have no plans to change, we reserve the right to make changes to the remote schedule as needed at the Company’s discretion.

As a Product Support Representative, you are a crucial part of the Allegion team, responsible for employing a solutions approach to resolving and/or answering inquiries of customers through troubleshooting and a basic level of product knowledge. This position will interact with various internal customers including technical services, customer service, sales, and operations. It will also interact with various external customers including distributors, facility managers, locksmiths, IT leaders, and others as needed.

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   What You Need to Succeed: 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