Residential Pro Technical Support Representative
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.
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
Job Summary:
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.
What You Will Do:
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 procedures for resolution
Highly organized and capable of managing daily workloads and making timely decisions with moderate supervision
Experience with Zendesk/ Five 9 and other CRM systems preferred
Bilingual in Spanish and/or French is 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 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
Apply Today!
Join our team of experts today and help us make tomorrow’s world a safer place!
Not sure if your experience perfectly aligns with the role? Studies have shown that some people are less likely to apply to jobs unless they meet every single qualification and every single preferred qualification of a job posting. At Allegion, we are dedicated to building a diverse, inclusive, and authentic workplace. So, if you’re excited about this role but your past experience doesn’t align perfectly with every item in the job description, we encourage you to apply anyway. You may be just the right candidate for this role.
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, Ireland
REGISTERED IN IRELAND WITH LIMITED LIABILITY REGISTERED NUMBER 527370
Allegion is an equal opportunity and affirmative action employer