Technical Support Agent - First-Line Helpdesk

ASSA ABLOY Group; Durban; On-site; ZAR 180,000 - 240,000; Full time

Job summary

ASSA ABLOY Group is seeking a dedicated Support Call Centre Agent (Technical) in Durban to provide first-line technical and customer support across IDS and AMECOR products. You will handle calls and emails, resolve queries and complaints, and document all interactions with care.

The role emphasizes troubleshooting, accurate record-keeping, and collaboration with internal teams. Requirements include Matric or Grade 12, 3–5 years in a related support environment, and solid experience with

Qualifications

• Matric/Grade 12 is essential.
• 3–5 years' experience in a call centre, customer support, or technical support environment.
• Basic to intermediate technical knowledge relevant to products and services.
• Computer literate with experience in CRM and ticketing systems, MS Office, SQL, and Excel.

Responsibilities

• Answer incoming customer calls and respond to emails professionally and promptly.
• Investigate and resolve customer queries and complaints.
• Escalate complex issues to the Technical Support Manager when needed.
• Provide accurate product and service information to customers.
• Log, process, and track support tickets; maintain documentation.
• Identify recurring issues and advise management for improvements.
• Follow up with customers to ensure issues are resolved.
• Identify upsell opportunities and pass leads to the National Sales Manager.

Skills

Verbal communication

Written communication

Problem-solving

Attention to detail

Time management

Independent work

Education

Grade 12

Technical qualification/certification

Tools

CRM systems

Ticketing systems

Microsoft Office

SQL

Excel

Job description

ASSA ABLOY Group is seeking a dedicated Support Call Centre Agent (Technical) in Durban to provide first-line technical and customer support across IDS and AMECOR products. You will handle calls and emails, resolve queries and complaints, and document all interactions with care.

The role emphasizes troubleshooting, accurate record-keeping, and collaboration with internal teams. Requirements include Matric or Grade 12, 3–5 years in a related support environment, and solid experience with