Technical Call Centre Support and Training Agent

ASSA ABLOY Global Solutions; Johannesburg; On-site; ZAR 180,000 - 240,000; Full time

Job summary

ASSA ABLOY Global Solutions in Johannesburg is seeking a Technical Call Centre Support and Training Agent to handle first-line technical and customer support for IDS and AMECOR products, managing calls and emails, and delivering product training to staff and customers.

You will troubleshoot, document, escalate complex issues, log tickets, and provide up-to-date product information while maintaining service levels and client satisfaction.

Responsibilities

• 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.

Job description

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Technical Call Centre Support and Training Agent

• Associate
• Customer Service & Contact Center Operations
• Travel Required: 0%-10%
• 31-Aug-2026

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. This role will be responsible for delivery product training to staff and 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 and train 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

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.