Technical Call Centre Agent – Pinetown
Job Details
Position: Support Call Centre Agent (Technical)
Company: ASSA ABLOY Group
Location: Pinetown, KwaZulu-Natal, South Africa
Department: Support Selling
Employment Level: Entry Level
Job Category: Customer Service & Contact Center Operations
Employment Type: Full-Time
Travel: No travel required
Closing Date: 31 August 2026
Reports To: Technical Manager
About the Role
ASSA ABLOY is looking for a Technical Call Centre Agent to join its support team in Pinetown, KwaZulu-Natal. The successful candidate will provide first-line technical and customer support for IDS and AMECOR-manufactured and distributed products.
This is a customer-focused role that combines call centre support, technical troubleshooting, problem-solving and administration. The Technical Call Centre Agent will handle incoming calls and emails, investigate customer queries, resolve complaints, provide product-related assistance and escalate more complex technical matters when necessary.
The role is suited to someone who is comfortable speaking to customers, enjoys solving problems and can remain calm and professional while handling potentially high call volumes.
Key Responsibilities
Customer Support
The Technical Call Centre Agent will be responsible for providing customers with professional and timely assistance.
Key duties include:
- Answering incoming customer calls.
- Responding to customer emails.
- Managing and resolving customer queries.
- Investigating and resolving complaints.
- Providing accurate information about products and services.
- Conducting follow-ups to ensure customer issues have been resolved.
- Maintaining a professional and helpful approach throughout customer interactions.
Technical Support and Troubleshooting
The position also requires the ability to investigate and troubleshoot technical problems.
Responsibilities include:
- Diagnosing customer issues using available software, tools and internal resources.
- Researching information required to resolve customer problems.
- Providing first-line technical support.
- Investigating product-related issues.
- Escalating complex or unresolved technical matters to the Technical Support Manager.
- Routing calls and issues to the appropriate internal teams.
- Identifying recurring or trending technical problems and reporting them to management.
The successful candidate should be comfortable learning about the company’s products and systems and applying that knowledge when assisting customers.
Ticketing and Documentation
Accurate record keeping is an important part of the role.
The Technical Call Centre Agent will:
- Log and process support tickets for incoming calls and queries.
- Track open customer issues.
- Maintain accurate customer records.
- Complete call logs and reports.
- Document technical problems and resolutions.
- Ensure information is recorded according to standard operating procedures.
- Comply with the Freshdesk ticketing system’s service-level requirements.
Good attention to detail is therefore essential.
Escalations and Internal Support
Where a query cannot be resolved at first-line level, the agent must recognise when escalation is required.
This includes:
- Identifying issues that require specialist assistance.
- Escalating matters to the Technical Support Manager.
- Working with internal teams to resolve customer problems.
- Communicating relevant information clearly between customers and internal departments.
- Following up on escalated issues where necessary.
Sales Support
Although the primary focus of the position is technical and customer support, the role also includes an element of sales awareness.
The successful candidate may be required to:
- Identify opportunities to upsell relevant products or services.
- Recognise potential sales leads during customer interactions.
- Forward appropriate leads to the National Sales Manager.
- Provide customers with accurate product information that may assist purchasing decisions.
Minimum Requirements
Applicants should have:
- Matric / Grade 12 – essential.
- 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 literacy.
- Experience using CRM or ticketing systems.
- Experience with Microsoft Office.
- Knowledge of SQL and Excel.
- Ability to work standby duties when required.
- Ability to handle high volumes of calls.
A relevant technical qualification or certification will be advantageous.
Skills and Competencies
The ideal candidate should demonstrate:
- Strong verbal and written communication.
- Excellent customer service skills.
- Strong interpersonal skills.
- Problem-solving ability.
- Analytical thinking.
- Technical troubleshooting skills.
- Good attention to detail.
- Strong documentation skills.
- Effective time management.
- Ability to prioritise tasks.
- Ability to work independently.
- Ability to work effectively within a team.
- Professionalism under pressure.
- Resilience when dealing with challenging customer situations.
- Willingness to learn new products and systems.
- Sales awareness and the ability to identify opportunities.
Working Environment
The role may involve periods of high call volumes and requires someone who can remain focused and professional under pressure.
The successful candidate must also be willing to participate in standby duties where required.
Because the position deals directly with customers, strong communication, patience and a solution-focused attitude are particularly important.
About ASSA ABLOY
ASSA ABLOY is a global leader in access solutions, with nearly 63,000 employees across more than 70 countries.
The organisation develops solutions designed to make physical and virtual spaces safer, more secure and easier to access.
The company places strong emphasis on employee development and encourages employees to build careers around their individual aspirations and the organisation’s ambitions. Employees are supported through feedback, training and development opportunities, with opportunities to grow locally, regionally and internationally.
ASSA ABLOY also promotes diverse and inclusive teams and values the different perspectives and experiences employees bring to the organisation.
Job Summary
Position: Technical Call Centre Agent / Support Call Centre Agent (Technical)
Company: ASSA ABLOY
Location: Pinetown, KwaZulu-Natal
Department: Support Selling
Employment: Full-Time
Level: Entry Level
Travel: None
Minimum Qualification: Matric / Grade 12
Experience: 3–5 years in call centre, customer support or technical support
Closing Date: 31 August 2026
This opportunity is particularly suited to experienced call centre and customer support professionals who have strong technical troubleshooting skills and are confident handling customers, resolving problems and working with support systems.