Overview

As an Application Support Technician at Traka, you will handle technical support cases and enquiries via phone and email, including progression to engineer call out or escalation to 3rd level EMEIA support for further investigation and resolution. You will be part of an on-call rota system to cover a small number of customers who have 7x7 support. You would also be responsible for: Do you have the ability to assist our customers with any kind of technical issues, along with strong interpersonal and technical skills? Join Traka''s UK Team, part of the ASSA ABLOY Group, based in Olney, and enjoy a collaborative culture that empowers you to build a career you can be proud of. Knowledge of SQL databases, Windows systems, and IT networking is beneficial."

Responsibilities

Providing prompt 1st and 2nd line support via phone and email to UK customers, ensuring high-quality ticket management and documentation.

Investigating technical issues across diverse customer environments, replicating faults using test systems, and following through to resolution.

Collaborating with EMEIA 3rd level support and raising Field Service Work Orders when on-site engineering is required.

Sharing knowledge and solutions within the team to improve service quality and problem resolution.

Performing general administrative tasks within the customer services department to support smooth operations.

Maintaining flexibility and a proactive, organized approach to prioritizing workloads and tasks.

Qualifications

Has knowledge of SQL databases, Windows systems, and IT networking.

Has previous experience in similar roles, handling queries from end users.

Demonstrates flexibility, adaptability, and a strong team spirit while maintaining accuracy and attention to detail.

Delivers excellent customer service through clear written and verbal communication, even in high-pressure situations.

Ability to effectively prioritize workloads and manage tasks with a proactive and organized approach.

About the Company and Benefits

We are the ASSA ABLOY Group

Learning and career development opportunities, whether online learning, management training, or enhancing your skills.

A competitive salary and incentive schemes.

25 days holiday + bank holidays.

Ex-gratia day for Christmas Eve.

Access to an online benefits portal.

ASSA ABLOY Family Brand discount (Yale).

2 x Annual salary life cover.

Company Pension scheme standard 5%.

Bi-annual discretionary bonus.

Access to Employee Care scheme.

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