Customer Service Technical Support Officer

2 months ago

Oakleigh, Australia ASSA ABLOY Entrance Systems Full time

•    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.

Only successful candidates will be contacted.  No unsolicited agencies please.

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

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