Technical Call Centre Support Agent

Purpose of the Role

The Support Call Centre Agent is responsible for delivering first-line technical and customer support by managing inbound calls and customer emails resolving queries and complaints and maintaining a high standard of service delivery. The role includes troubleshooting issues documenting interactions escalating complex cases where necessary and providing product-related assistance to both internal teams and external customers.

Key Responsibilities

Customer Support

• Handle incoming customer calls and emails professionally and timeously.
• Manage investigate and resolve customer queries and complaints.
• Identify issues requiring escalation and refer them to the Technical Support Manager as needed.
• Provide accurate and up-to-date product and service information to customers.
• Research and source required information using internal systems and resources.
• Diagnose investigate and resolve customer issues using relevant software and tools.
• Log process and monitor support tickets for all calls and queries received.
• Route calls and escalate issues to appropriate internal teams when required.
• Maintain accurate records and documentation in line with standard operating procedures.
• Identify document and escalate recurring or trending customer issues to management and the customer call team.
• Conduct follow-up communication to ensure full resolution of customer issues.
• Identify upselling opportunities and forward qualified leads to the National Sales Manager.
• Complete all call logs reports and administrative tasks as required.
• Perform additional duties as assigned by the Technical Support Manager.

Product Support

• Provide technical support for all company products and services.
• Educate prospective and existing customers as well as internal technical staff on product features and functionality.
• Develop and maintain specialist knowledge of the full product and service offering.
• Deliver counter support and on-site assistance when required.
• Provide call centre support and technical assistance to internal and external stakeholders.

Key Performance Areas

• Remote technical support via telephone and digital platforms.
• Over-the-counter technical support when required.

*Please note this job description is not exhaustive nor limited to the details contained within*

Essential Qualification

• Matric / Grade 12 (essential).
• Relevant technical qualification or certification (advantageous).

Experience and Competencies

• Minimum of 3-5 years experience in a call centre customer support or technical support environment.
• Basic to intermediate technical knowledge relevant to the companys products and services.
• Computer literate with experience in CRM systems ticketing systems Microsoft Office SQL and Excel.
• Ability to work standby duties and handle high call volumes were required.
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Problem-solving and analytical thinking ability.
• Ability to troubleshoot and resolve technical issues efficiently.
• Attention to detail with strong documentation skills.
• Ability to prioritize tasks and manage time effectively.
• Ability to work independently and as part of a team.
• Professional calm and resilient under pressure.
• Willingness to learn and stay updated on products and systems.
• Sales awareness and the ability to identify upselling opportunities (advantageous).

*This role is aligned with Employment Equity requirements.

We are the ASSA ABLOY Group
Our people have made us the global leader in access return we open doors for them wherever they go. With nearly 63000 colleagues in more than 70 different countries we help billions of people experience a more open world. Our innovations make all sorts of spaces physical and virtual safer more secure and easier to access.

As an employer we value results not titles or backgrounds. We empower our people to build their career around their aspirations and our ambitions supporting them with regular feedback training and development opportunities. Our colleagues think broadly about where they can make the most impact and we encourage them to grow their role locally regionally or even internationally.

As we welcome new people on board its important to us to have diverse inclusive teams and we value different perspectives and experiences.