Job Description

The Support Specialists primary goals are to be the central point of customer care and technical support throughout the Allegion business and provide technical support to Allegion customers and users of Overtur This includes answering customer questions, troubleshooting problems, and providing guidance on how to use our products When customers initiate requests support through the channels of care, the specialist will provide comprehensive and holistic support and follow through on resolution through individual communication or escalation The Software Support Specialist must have a strong understanding of our software products and be able to communicate effectively with customers Manage and triage initial customer support requests. Troubleshoot and resolve software problems reported by clients, maintaining a high level of customer satisfaction. Communicate effectively with clients to gather necessary information, provide status updates, and ensure proper understanding of the solutions provided. Provide escalated ticket or issue management for supported applications with issue tracking and trending. Drive continuous improvement, delivering initiatives to improve performance, processes, and controls to support relevant applications. Support the strategy and implementation of the Resource Center and software support infrastructure. Partner with the Support Supervisor to analyze customer support cases and help identify changes to the environment that close the loop and prevent or minimize the need for additional or repeat face to face support for similar issues. Stay up to date with industry trends, emerging technologies, and advancements in software development to continuously improve your technical expertise. Required Knowledge, Skills and Abilities: 2-3 Years proven work experience in a SaaS environment (preferred) 1-3 years proven work experience as a customer care agent or similar role with experience in developing proactive support and support materials. Experience with Customer Care Experience SaaS (Software as a Service) or related technologies. Excellent interpersonal communication skills with the ability to rapidly understand and retain knowledge of business processes and systems used within Allegion and with customers. Strong technical skills and demonstrated ability to quickly learn and adapt to new technologies. Self-motivated, highly professional with the ability to take ownership of customer issues and process improvements. Strong working knowledge of related software applications being supported (preferred) Required Education and/or Experience: Any bachelor s degree is mandate. 2-3 Years of experience into any Architectural / Engineering / Construction platform is beneficial.

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