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 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 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 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.