Technical Operations Support Specialist

** 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 30 brands, 12,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, in 2024 we were awarded the Gallup Exceptional Workplace Award, which recognizes the most engaged workplace cultures in the world._

We are currently seeking an organized, and technically adept individual to join our dynamic team as a Technical Operations Support Specialist. In this role, you will be responsible for managing equipment orders, providing technical troubleshooting support, and assisting with client installations across various Nter Now smart-home platforms.

_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._

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* What you will do:

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* + Equipment Orders:
Receive and process orders for new or additional WiFi & Z-Wave hubs and locks.

+ Smart-Home Equipment Troubleshooting:
Monitor various sources of error reporting (e.g., system logs, internal dashboards), perform Tier 2 & Tier 3 diagnostics on smart-home devices (Z-Wave, WiFi), network connectivity, and application issues, and contact the client with next steps, documenting all steps in the CRM.

+ Customer Support Assistance:
Collaborate with the Customer Support team to provide technical guidance and support during customer installations, including remote device provisioning and network configuration assistance.

+ Platform Training and Expertise:
Develop a deep understanding of the different Nter Now platforms, including backend system architecture and third-party IoT/Alarm platforms for troubleshooting and integration purposes.

+ Pick, pack, and ship orders via UPS, adhering to strict quality control and shipping logistics procedures.

+ Provide our high standard of customer service to our wide base of customers, handling technical escalations with professionalism.

** What you need to succeed:*
* + Excellent organizational and time management skills.

+ Strong technical aptitude and problem-solving abilities, with experience in systematic root cause analysis.

+ Proficiency in working with various IT software and hardware systems

+ Effective communication skills, both written and verbal, for relaying complex technical issues to non-technical users.

+ Ability to work independently and as part of a team.

+ Willingness to learn and adapt to new technologies.

+ Direct experience with IoT(e.g., Z-Wave, Zigbee, MQTT) and smart-home technology is strongly preferred.

** Why Work for Us?*
* ** Allegion is a Great Place to Grow your Career if:**  

+ You're seeking a rewarding opportunity that allows you to truly help others.  With thousands of employees and customers around the world, there's plenty of room to make an impact. As our values state, "this is your business, run with it".

+ You're looking for a company that will invest in your professional development.  As we grow, we want you to grow with us. 

+ You want a culture that promotes work-life balance.  Our employees enjoy generous paid time off, because at Allegion we recognize that you have a full life outside of work! 

+ You want to work for an award-winning company that invests in its people. Allegion is proud to be a recipient of the  
** Gallup Exceptional Workplace Award
** for the second year in a row, recognizing our commitment to employee engagement, strengths-based development, and unlocking human potential.

** What You'll Get from Us:*
* + 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…