Product Support Representative 1

Interflex Datensysteme GesmbH; Indiana; Hybrid; USD 25,000 - 33,000; Full time

Benefits offered by this job

Health, dental and vision insurance

401K with company match

Flexible Spending Accounts

Tuition Reimbursement

Voluntary Wellness Program

Job summary

Allegion is seeking a Product Support Representative to join our team in a flexible remote-capable role based in Indiana. Training will be conducted in-office for a minimum of three months at the Indianapolis facility, with periodic on-site visits as required.

The position supports customers and internal teams through troubleshooting, documentation, and issue resolution. You will handle inquiries via phone and email, develop product knowledge, and work to meet service level agreements while

Qualifications

• 3+ years of related industry and/or customer service experience.
• Strong communication and problem-solving abilities.
• Basic mechanical/electronic product knowledge is a plus.

Responsibilities

• Troubleshoot and resolve customer inquiries via phone and email.
• Provide solutions with clear, actionable instructions.
• Document interactions in the CRM and knowledge base.
• Escalate complex issues to appropriate teams when needed.
• Meet defined service level agreements and contribute to team goals.

Skills

Customer service

Communication skills

Troubleshooting

Phone support

Education

HS Diploma or GED

Associates degree preferred

Tools

MS Office

CRM software

Job description

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 1-Remote Indiana

Candidate will work remotely, but need to be in the Indianapolis area for onsite training and periodic visits to the Indianapolis Tobey Drive Facility. Work Schedule: M-F 9 am-5:30 pm EST. 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.

Job Summary

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, and others as needed. Training will be completed in office for a minimum of 3 months.

What You Will Do

• Develop a basic level understanding of mechanical and electronic Allegion products within assigned product portfolio
• 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 elevate as required
• Perform logical troubleshooting of technical issues including coaching customers through voltage and current measurements of electronic 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
• HS Diploma or GED required
• Associates degree preferred
• Possess basic knowledge of mechanical and electronic products, including the use of volt meters and related measuring devices
• Strong written and verbal communication skills
• Working knowledge of PC based software applications (Microsoft Office – Outlook, Word, Excel) & basic web applications
• Ability to multi-task, prioritize, and manage time efficiently
• Ability to identify recurring customer issues
• Ability to develop cross-functional, professional working relationships

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 for by Allegion, provides income replacement for illness or injury
• Life Insurance - Term life coverage with the option to purchase supplemental coverage
• Tuition Reimbursement
• Voluntary Wellness Program - Simply complete wellness activities and earn monetary rewards
• Employee Discounts through Perks at Work
• Community involvement and opportunities to give back so you can "serve others, not yourself"
• Opportunities to leverage your unique strengths through CliftonStrengths assessment & coaching

We Celebrate Who We Are

Allegion is committed to building and maintaining a diverse and inclusive workplace. Together, we embrace all differences and similarities among colleagues, as well as the differences and similarities within the relationships that we foster with customers, suppliers and the communities where we live and work. Whatever your background, experience, race, color, national origin, religion, age, gender, gender identity, disability status, sexual orientation, protected veteran status, or any other characteristic protected by law, we will make sure that you have every opportunity to impress us in your application and the opportunity to give your best at work, not because we’re required to, but because it’s the right thing to do.

We are also committed to providing accommodations for persons with disabilities. If for any reason you cannot apply through our career site and require an accommodation or assistance, please contact our Talent Acquisition Team.

© Allegion plc, 2023 | Block D, Iveagh Court, Harcourt Road, Dublin 2, Co. Dublin, IrelandREGISTERED IN IRELAND WITH LIMITED LIABILITYREGISTERED NUMBER 527370Allegion is an equal opportunity and affirmative action employerPrivacy PolicyWe are Allegion. A team of experts. United under a common desire; Protect today innovate for tomorrow. And never settle for the status quo. We believe in anticipating opportunities by sharpening our skills and finding new answers through collaboration. We believe in a safer, more secure world. We believe in providing peace of mind. We believe in being true to ourselves and to those who trust-in our protection. We are many. We are one. We are Allegion.