Customer Support Agent
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support · Software Engineering
In short
As a Customer Support Agent, you will provide essential first-line assistance to customers via phone, email, and tickets, resolving inquiries and technical issues with hardware, software, and peripherals. This role requires strong customer service, problem-solving skills, and familiarity with Windows OS and CRM systems, offering an entry-level opportunity within a dynamic, global organization.
Responsibilities
- Provide first-line assistance to customers via phone, email, and online ticket submission.
- Resolve customer inquiries, complaints, pre-sales, and technical issues related to hardware, software, and peripherals.
- Troubleshoot Windows operating systems and guide users through product usage and website navigation.
- Document all customer interactions in a CRM/ticketing system.
- Support IdenTrust customers and related products.
- Adhere to procedures and guided workflows while exercising sound judgment.
- Stay current on security policies and best practices.
- Meet or exceed performance metrics.
- Collaborate with peers and cross-functional teams to improve processes.
- Provide 1st-line technical support for IdenTrust customers.
- Research issues before escalation and document root causes.
- Assist in the development, selection, and installation of information center tools under supervision.
- Contribute to team knowledge bases and standard operating procedures.
- Train users on system functionality and product features.
- Help orient new team members.
- Operate effectively in a call center or remote setting.
- Work under close supervision on projects of limited complexity.
Requirements
- High School Diploma/GED required.
- 0–2 years of experience in a call center, customer service, or technical support role.
- Excellent verbal and written communication skills in English.
- Strong active listening and rapport-building abilities.
- Proven commitment to delivering outstanding customer service.
- Ability to de-escalate and remain professional when under pressure.
- Basic knowledge of desktop tools (Microsoft Outlook, Excel, Word, PowerPoint).
- Familiarity with Windows OS.
- Working knowledge of IE, Chrome, and Firefox browsers.
- Basic understanding of internal computer components and common troubleshooting steps.
- Comfort with CRM/ticketing systems and call center software.
- Accurate data entry and case management.
- Strong troubleshooting and resolution skills.
- Time management and organizational skills.
- Ability to handle high volumes while maintaining quality.
- Adaptability, flexibility, and reliability.
- Ability to work flexible hours based on business needs.
- Compliance-oriented; follows procedures, policies, and security practices diligently.
Desired Qualifications
- Some college coursework in Computer Science or related field preferred.
- Associate degree or higher in Computer Science, Information Systems, or a related field is preferred.
- Prior experience in a customer support, help desk, or call center environment is preferred.
- Working knowledge of networking fundamentals and security best is preferred.
- Hands-on experience with ticketing systems, remote troubleshooting tools, and multi-line phone systems is preferred.
- Multi-language capability based on customer demographics is preferred.
- Familiarity with IdenTrust products and PKI concepts is preferred.
- Industry-recognized certifications (e.g., CompTIA A+, Network+, HDI Customer Service Representative) are advantageous.
Benefits
- Competitive salary and rewards package
- Competitive benefits and annual leave offering, allowing for work-life balance
- A vibrant, welcoming & inclusive culture
- Extensive career development opportunities and resources to maximize your potential
- Opportunity to be part of a global organization pioneering hardware, software and services
- Flexible work environment
- Opportunity to learn and enhance expertise
Skills
TroubleshootingCustomer ServiceCommunicationCRMTicketing SystemsWindows OSMicrosoft OutlookMicrosoft ExcelMicrosoft WordMicrosoft PowerPoint
#Customer Support#Technical Support#Call Center#IT#Help Desk#Customer Service
About ASSA ABLOY Group
Let’s create a safer and more open world – together! ASSA ABLOY is the global leader in access solutions with sales of SEK 121 billion and 52,000 employees. The Group has operations in over 70 countries and sales worldwide. ASSA ABLOY’s innovations enable safe, secure and convenient access to physical and digital places. Every day, we help billions of people experience a more open world. We have a feeling of discovery and urge to innovate by working together and telling it like it is, enabling us to be always growing, never boring and leading right. Do you want to be encouraged to act, have…
Company
ASSA ABLOY GroupJob Posted
1 month ago
Expires
in 3 weeks
Employment Type
Full Time
Work mode
Hybrid
Experience Level
Entry
Locations
Salt Lake City, United States
Qualification
Diploma, Bachelor, Master
Applicants
Be an early applicant
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