Customer Support Agent
Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · Teknisk support
I korthet
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.
Ansvarsområden
- 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.
Krav
- 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.
Önskade kvalifikationer
- 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.
Förmåner
- 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
Färdigheter
Customer ServiceCommunicationProblem-solvingWindows OSTroubleshootingCRMTicketing SystemsMicrosoft OutlookMicrosoft ExcelMicrosoft WordMicrosoft PowerPointChromeFirefox
#Customer Support#Call Center#Technical Support#Hardware#Software#Peripherals#Windows#Troubleshooting#CRM#IdenTrust#PKI
Om 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…
Företag
ASSA ABLOY GroupPublicerade jobb
för 1 månad sedan
Upphör
om 3 veckor
Anställningstyp
Heltid
Arbetsform
Hybrid
Erfarenhetsnivå
Medarbetare
Platser
Salt Lake City, United States
Kvalifikation
Yrkeshögskola
Sökande
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