Technical Call Centre Trainer & Support Specialist

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

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.