The Job

Customer Support Agent

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support

Join for updates

In short

As a Customer Support Agent at HID Global, you will provide first-line assistance to customers via phone, email, and tickets, resolving inquiries about hardware, software, and IdenTrust products. This entry-level role requires strong customer service skills, basic technical troubleshooting for Windows OS and browsers, and accurate documentation in a CRM system.

Responsibilities

  • Answering inbound calls, emails, and online tickets; providing accurate, satisfactory responses to questions and concerns.
  • Building positive rapport; practicing empathy and patience; de-escalating dissatisfied customers and owning issues through to resolution.
  • Guiding customers through troubleshooting, product usage, and site navigation.
  • Following up proactively to confirm issue resolution and customer satisfaction.
  • Diagnosing and resolving issues across Windows operating systems and common browsers (IE, Chrome, Firefox).
  • Supporting users with hardware, software, and peripheral challenges using approved tools and procedures.
  • Creating detailed, accurate entries of all interactions in the CRM/ticketing system, including call records, actions taken, and outcomes.
  • Adhering to procedures and guided workflows when appropriate, while exercising sound judgment on deviations.
  • Staying current on security policies and best practices; handling customer data with discretion and confidentiality.
  • Meeting or exceeding performance metrics (response times, resolution rates, customer satisfaction scores).
  • Collaborating with peers and cross-functional teams to improve processes and customer outcomes.
  • Providing 1st-line technical support for IdenTrust customers and related products, leveraging appropriate troubleshooting and ticketing tools.
  • Researching issues before escalation; documenting root causes and recommended actions; escalating urgent or complex cases to senior staff or specialized teams.
  • Studying and analyzing basic system needs; assisting in the development, selection, and installation of information center tools under supervision.
  • Contributing to team knowledge bases and standard operating procedures (SOPs) by logging solutions and common issues.
  • Training users on system functionality, product features, and best practices; communicating technical concepts clearly to non-technical audiences.
  • Helping orient new team members to customer management policies, call center software, procedures, and ticketing standards.
  • Operating effectively in a call center or remote setting using headsets, computers, and call center software; managing high call/email volumes.
  • Working under close supervision on projects of limited complexity; accepting regular reviews by supervisors or senior peers to ensure quality and learning progression.

Requirements

  • High School Diploma/GED required
  • 0–2 years of experience in a call center, customer service, or technical support role (entry-level friendly).
  • 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; research issues thoroughly before escalation.
  • Time management, organizational skills, and the 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
  • To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds
#Customer Support#Call Center#Technical Support#Hardware#Software#Peripherals#Windows#Troubleshooting#CRM#IdenTrust#PKI
ASSA ABLOY Group Logo

Company

ASSA ABLOY Group

Job Posted

4 days ago

Expires

in 2 months

Employment Type

Full Time

WorkMode

Hybrid

Experience Level

Associate

Locations

Salt Lake City, United States

Qualification

Diploma

Applicants

Be an early applicant