Job Summary:
As a key member of our team, you will be responsible for resolving customer inquiries through troubleshooting and product knowledge. You will interact with various stakeholders including technical services, customer service, sales, operations, distributors, facility managers, locksmiths, IT leaders, and others.
Key Responsibilities:
* Develop an in-depth understanding of Allegion products within assigned portfolio, including mobile device applications, networking components, user credentials, and electronic devices.
* Maintain working knowledge of catalogs, manuals, instruction sheets/templates, and price books.
* Provide exceptional customer experiences by troubleshooting technical problems over phone calls, emails, or instant messaging.
* Identify customer needs and explain solutions in a clear and concise manner.
* Perform root-cause analysis of products returned from customers.
* Address all interactions and drive them to successful resolution or escalate as required.
* Conduct logical troubleshooting of technical issues, including coaching customers on voltage and current measurements of electronic products and 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 Allegion policies, guidelines, and procedures to ensure compliance.
* Support cross-functional teams within the organization as required.