Customer Service Technical Support Officer

**Customer Service Technical Support Officer for Smart Security Solutions**
- 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 occasions.

**About the Role**

As a vital member of our customer support team, you'll blend technical expertise with outstanding customer service to provide seamless solutions for customers using our smart residential products and digital access solutions. Your problem-solving skills and deep product knowledge will ensure customers receive expert guidance, troubleshooting support, and exceptional experiences.

Your Impact

This role offers a unique opportunity to:

- Deliver meaningful support experiences that directly enhance customer satisfaction
- Influence product development by relaying valuable customer insights
- Advance your technical support career in the fast-evolving smart home industry

**Key Responsibilities**
- Troubleshoot smart product issues, including app functionality, connectivity, and integration challenges
- Make outbound calls to follow up on customer inquiries within agreed timeframes
- Assist customers with product selection, app setup, and hands-on usage scenarios
- Coordinate and support product training sessions for customer service staff
- Maintain accurate records of technical issues using CRM tools
- Monitor and report product issues to product development teams, contributing valuable feedback
- Ensure adherence to training guidelines, operational procedures, and industry regulations, including Australian Consumer Law
- Collaborate with product managers, marketing teams, and internal departments to ensure seamless customer experiences

**About You**

To thrive in this role, you'll bring a unique mix of customer service excellence and hands-on technical knowledge. You're passionate about problem-solving, enjoy engaging with customers, and excel at explaining technical concepts in clear, relatable terms.

To succeed, you’ll bring:

- 2+ years of experience in customer service, technical support, or product-focused roles—ideally in IoT or smart home technology
- A confident phone manner with the ability to explain technical details with empathy
- Familiarity with smart locking systems (a big plus)
- Experience using CRM and omnichannel support tools
- A collaborative mindset and a passion for helping people
- Strong analytical skills and a knack for creative troubleshooting
- Excellent time management and attention to detail in a fast-moving environment
- A flexible, adaptable approach to evolving technologies and customer needs

We’re looking for someone who thinks outside the box, embraces new technology quickly, and brings energy, empathy, and technical know-how to every customer interaction.

**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.

**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.