In short
Provide first-line technical and customer support for IDS and AMECOR products by handling calls and emails, resolving queries, and troubleshooting issues. This role requires basic technical knowledge, computer literacy with CRM and ticketing systems, and the ability to work under pressure.
Responsibilities
- Answer incoming customer calls and respond to customer emails professionally and promptly.
- Manage, investigate, and resolve customer queries and complaints.
- Identify issues requiring escalation and refer them to the Technical Support Manager.
- Provide accurate product and service information to customers.
- Research required information using 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.
- Maintain accurate records and documentation.
- Recognise, document, and escalate recurring or trending customer issues to management.
- Conduct follow-up communication with customers to ensure issues are fully resolved.
- Identify opportunities to upsell products and services.
- 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.
Requirements
- Matric / Grade 12 (essential).
- 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.
- 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.
Desired Qualifications
- Relevant technical qualification or certification (advantageous).
- Sales awareness and the ability to identify upselling opportunities (advantageous).
- Preference will be given to EE candidates.
Benefits
- The ASSA ABLOY Group empowers its people to build their career around their aspirations and our ambitions.
- Support with regular feedback, training, and development opportunities.
- Colleagues think broadly about where they can make the most impact.
- Encouragement to grow their role locally, regionally, or even internationally.
- We welcome new people on board with diverse, inclusive teams.
- Value different perspectives and experiences.
#Technical Support#Call Centre#Customer Service#Troubleshooting#Durban
Company
ASSA ABLOY Group
Job Posted
1 day ago
Expires
in 1 week
Employment Type
Full Time
WorkMode
On Site
Experience Level
Entry
Locations
Pinetown, South Africa
Qualification
Diploma, No Formal Education
Applicants
Be an early applicant