Technical Call Centre Agent

Job Description

ROLE PROFILE

Job Title:

Support Call Centre Agent (Technical)

Reports to:

The Technical Manager

Department:

Support Selling

Location:

Durban

PURPOSE OF THE ROLE

The Support Call Centre Agent is responsible for providing first-line technical and customer support on all IDS and AMECOR-manufactured and distributed products, and by handling incoming calls and customer emails, resolving queries and complaints, and ensuring a high standard of service delivery. The role involves troubleshooting, documentation, escalation of complex issues, and supporting internal teams and customers with product-related assistance.

RESPONSIBILITIES / ACCOUNTABILITIES

• Answer incoming customer calls and respond to customer emails in a professional and timely manner.
• Manage, investigate, and resolve customer queries and complaints
• Identify issues requiring escalation and refer them to the Technical Support Manager where necessary.
• Provide accurate product and service information to customers.
• Research required information using available internal resources and systems.
• Diagnose, investigate, and resolve customer issues using applicable software and tools.
• Log, process, and track support tickets for all received calls and queries.
• Route calls and escalate issues to the appropriate internal resources when required.
• Maintain accurate records and documentation in accordance with standard operating procedures.
• Recognise, document, and escalate recurring or trending customer issues to management and the customer call team.
• Conduct follow-up communication with customers to ensure issues are fully resolved.
• Identify opportunities to upsell products and services and forward leads to the National Sales Manager.
• Complete required call logs, reports, and administrative tasks.
• Comply with the Freshdesk ticketing system SLA
• Perform any additional duties as assigned by the Technical Support Manager or Helpdesk Supervisor.

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

MINIUM REQUIREMENTS

Minimum Requirements

• Matric / Grade 12 (essential).
• Relevant technical qualification or certification (advantageous).
• Minimum of 3-5 years’ experience in a call centre, customer support, or technical support environment.
• Basic to intermediate technical knowledge relevant to the company’s 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 where required.

Skills and Competencies

• 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 prioritise 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).

Preference will be given to EE candidates.

We are the ASSA ABLOY Group

Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 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, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.