Customer Service Technical Support Officer

Join an iconic Australian Brand
- Melbourne based role
- Forbes top 100 list of most innovative companies

**About Us**

ASSA ABLOY is the global leader in access solutions, dedicated to satisfying end-user needs for security, safety and convenience. With offices in over 70 countries, we are represented in all major regions within both mature and emerging markets. In Australia, ASSA ABLOY has a manufacturing site which takes design concepts through to finished products for both the local and export market. Our iconic brands, such as Lockwood, Abloy, Whitco and Yale, are driven by innovation and have been recognised with ASSA ABLOY’s inclusion in Forbes’ Top 100 most innovative companies list, on four separate occassions.

**About The Role**
Join our national team as a Technical Support Officer based at our site in Oakleigh, Melbourne. Reporting to the National Customer Service Manager, you will be responsible for providing exceptional customer support.

In this dynamic and fast-paced role, you will:

- Deliver exceptional service to customers and efficiently addressing their needs
- Provide expert technical support across various communication platforms for our wide array of smart residential products and digital access solutions
- Collaborate closely with product development teams to resolve complex technical issues, including troubleshooting mobile app functionalities
- Guide customers in selecting products by interpreting detailed product information, advising on app integration and demonstrating usage scenarios
- Offer technical guidance and support to internal departments and sales teams
- Respond promptly and accurately to technical and general inquiries
- Guide customers through all stages of their requirements ensuring utmost satisfaction
- Stay updated with product features, technical specifications and industry trends to provide informed support and effectively showcase product benefits

**About You**
For you to be successful in this role, you will need:

- Experience in customer-facing roles, help desk support or technical support within IoT
- Exceptional telephone manner and strong relationship-building skills
- Proficiency in customer service platforms and ERP systems, demonstrating a structured approach to handling customer interactions
- Team player with an initiative-taking approach to meeting and exceeding customer expectations
- Analytical mindset with a focus on process improvement
- Effective time management, task prioritization and problem-solving skills
- Excellent listening and communication skills

**Why work with us?**
- Opportunity to work for a large successful global organisation
- Ongoing learning and development to meet your professional development needs
- True career opportunities in the wider business with many and varied career pathways
- Onsite café with subsidised coffee, onsite parking, close to public transport and a great team environment
- A supportive and accessible leadership team and a solid values platform that underpins who we are and how we operate

We encourage people from all gender identities, Aboriginal and Torres Strait Islander cultures, with disabilities and from culturally diverse backgrounds to apply.

Applications will only be accepted from applicants who have valid working rights to work full time in Australia.

**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 61,000 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.