Technical Support Engineer

PURPOSE OF THE ROLE

Summary

To acquire an in-depth knowledge of Company Products in order to effectively provide customer support and training over the telephone or on site to evaluate each problem to identity and initiate changes required so as to prevent a repeat of that problem.

Strict adherence to standard operating procedure as specified by the technical support workplace instruction manual is essential in the executing of every task. Support Sales team in specifying and design of Access Control Solutions for clients.

Responsibilities

• CUSTOMER SUPPORT
• After Sales Product support
• Receive and attend to all telephonic, chat, and e-mail queries from customers.
• Provide prompt, accurate responses to customer queries.
• Appropriately refer customer queries to other departments / personnel when not directly attended to.
• Attend and prioritize SLA based customers.
• Refer to the design engineers or factory staff for advice / assistance on problems that cannot be addressed directly.
• Record all communications with the customer in CRM and report any continuing failures or problems to the superior as a potential threat to the company.
• Provide advanced site support and comply with SLA turnaround times in emergencies.
• Assist with specialized client services, database repairs and conversions.
• Attend to International client base and supervise software commissioning for major projects.
• Assist with QC on new release functions within the support team
• Telephonic After Hours Standby - Normally once a month, one week at a time.
• PRODUCT KNOWLEDGE
• Obtain in-depth product knowledge by means of hands on setup and operations.
• Acquire familiarity with product leaflets, user manuals, installation manuals and instruction for use.
• Install, test, and evaluate new software report any problems or inaccuracies in the documentation.
• Acquire familiarity with product notices.
• Advanced hardware and software knowledge.
• Understanding databases and working with Firebird & MS SQL Server.
• PRODUCT AND DOCUMENTATION EVALUATION
• Carefully examine user and installation manuals to verify accuracy clarity and completion.
• Proofread user and installation manuals and any marketing documentation for new products prior to product release.
• May be required to install, test, and evaluate new products / software prior to product release in order to detect any latent design problems.
• Ensure that documentation is both accurate and useful to the customer.
• GENERAL
• Identify and initiate the necessary corrective action to resolve problems and errors.
• To understand and implement the quality system of the company.
• To promote the company, department, and maintain a positive attitude and a pleasant manner whenever dealing with customers.
• Assist with hardware and software testing, with regards to bugs, new features and hardware design.
• Travel to international sites to provide advanced product knowledge and fault solutions.
• PRIORITES
• Attend to support queries – calls, emails, and chat.
• Record all customer contact in Salesforce CRM.
• Initiate corrective action for any and all faults / problems encountered.
• Review open call list and attempt to close off all open calls, in order of priority. Priority to be determined by
• Length the call has been open for.
• The impact the problem has on the client.
• The promised delivery date.
• The availability of resources required to resolve the problem.
• The technician’s discretion maybe required to determine the priority of each call. If no progress can be made on any of the open calls, any task that has been specifically assigned to the technician should be worked on.
• Obtain an in-depth knowledge on all products by means of hands-on setup and operation.
• Familiarize with all product related documentation and notices.
• Work on measures to counter the difficulties encountered by the customer.
• Provide support to product owner and sales team

Qualifications

PROFESSIONAL QUALIFICATIONS/ EXPERIENCE

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

Education and/or Experience

• A minimum of five years’ experience in a first line technical or field applications support role. Physical access control systems support experience is highly desirable.
• Strong abilities in problem solving, analysis and decision making.
• Must have exceptional English communication skills, both written and oral.
• Well-developed inter-personal skills and experience in interacting with various stakeholders at different levels of an organisation.

Computer Skills

• Must be proficient in MS Office applications, such as Excel, PowerPoint, Word, Outlook etc.
• Should be familiar with the Microsoft Windows operating systems and SQL Databases.

Work Environment

• The work environment characteristics described here are representative of those an employee encounters while preforming the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• The employee will work in an office environment, within a well-ventilated area and is exposed to moderate noise levels.
• On Clients sites. In some cases, construction sites.

Work Requirements

• Travel might be required throughout South Africa, with a small degree of international travel. The employee should have a valid passport and driver’s license.
• Must be legally eligible to work in South Africa.

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.