Residential Pro Technical Support Representative

** 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._

** Residential Pro Technical Support Representative-Remote Georgia*
* **(The candidate will need to reside in the state of Georgia)*
* 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

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* Job Summary:

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* Serve as a primary support contact and initial support tier of escalation for Schlage's channel partners (builders, contractors, and third-party multifamily vendors), handling routine to day-to-day issues within established procedures and under moderate supervision. This role requires practical knowledge and established customer service skills regarding electronic locks and access control systems, and the ability to manage your own workload without supervisory responsibilities.

You will resolve standard problems by evaluating and selecting from established options, escalate higher impact technical issues to senior staff, and communicate clearly with partners and internal team members to ensure accurate, timely outcomes that support the team's work.

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* What You Will Do:

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* + 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

** What You Need to Succeed:*
* + 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…