What are the responsibilities and job description for the Customer Support Agent position at IdenTrust, Inc.?
An Amazing Career Opportunity foraCustomer Support Agent!!
Location: Salt Lake City, Utah
Job ID: 46661
The Customer Support Agent (Entry-Level) is the first point of contact for customers seeking help via phone, email, or online tickets. You'll assist with questions, troubleshoot basic technical issues, and guide customers through product use and website navigation. This role combines excellent customer service with foundational technical support skills. You'll document all interactions in a CRM system and work closely with team members to resolve or escalate issues when needed.
We're looking for someone who is friendly, adaptable, and eager to learn in a fast-paced environment. If you enjoy helping people and solving problems, this is a great opportunity to start your career in customer support and technology.
Who are we?
HID powers the trusted identities of the world's people, places, and things, allowing people to transact safely, work productively and travel freely.
We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees.Check us out here:www.hidglobal.comandhttps://youtu.be/23km5H4K9Eo
Identity And Access Management Solutions (IAMS)
HID Global IAM products protect more than 85 million user identities.
HID Global Identity and Access Management Solutions products protect more than 85 million user identities. At HID Global, we understand that no person, device, or workplace can go unprotected. This philosophy of Zero Trust drives us to create new advances in risk-based multi-factor authentication, leads us to secure user identities in converged accessenvironmentsand drives the need to expand implementations with our industry-leading digital certificates andPKIaaSsolution to manage them at scale.
Are you ready to make a difference? Join us and help shape the future of security.
As Our Customer Support Agent, You'll Support HID's Successby
HID Global is an Equal Opportunity/Affirmative Action Employer -- Minority/Female/Disability/Veteran/Gender Identity/Sexual Orientation.
Location: Salt Lake City, Utah
Job ID: 46661
The Customer Support Agent (Entry-Level) is the first point of contact for customers seeking help via phone, email, or online tickets. You'll assist with questions, troubleshoot basic technical issues, and guide customers through product use and website navigation. This role combines excellent customer service with foundational technical support skills. You'll document all interactions in a CRM system and work closely with team members to resolve or escalate issues when needed.
We're looking for someone who is friendly, adaptable, and eager to learn in a fast-paced environment. If you enjoy helping people and solving problems, this is a great opportunity to start your career in customer support and technology.
Who are we?
HID powers the trusted identities of the world's people, places, and things, allowing people to transact safely, work productively and travel freely.
We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees.Check us out here:www.hidglobal.comandhttps://youtu.be/23km5H4K9Eo
Identity And Access Management Solutions (IAMS)
HID Global IAM products protect more than 85 million user identities.
HID Global Identity and Access Management Solutions products protect more than 85 million user identities. At HID Global, we understand that no person, device, or workplace can go unprotected. This philosophy of Zero Trust drives us to create new advances in risk-based multi-factor authentication, leads us to secure user identities in converged accessenvironmentsand drives the need to expand implementations with our industry-leading digital certificates andPKIaaSsolution to manage them at scale.
Are you ready to make a difference? Join us and help shape the future of security.
As Our Customer Support Agent, You'll Support HID's Successby
- Responding to customer inquiries via phone, email, and online tickets.
- Providing clear, helpful answers and building positive relationships.
- Practicing empathy and patience; helping de-escalate concerns and following issues through to resolution.
- Guiding customers through troubleshooting steps and product navigation.
- Assisting with basic troubleshooting for Windows operating systems and common web browsers (Chrome, Firefox, Edge).
- Supporting customers with hardware, software, and peripheral issues using approved tools.
- Recording all customer interactions accurately in the CRM/ticketing system.
- Following standard procedures while using good judgment for unique situations.
- Collaborating with peers and share knowledge to improve processes.
- Staying up to date on security practices and company policies.
- Helping customers with basic questions and issues related to IdenTrust products.
- Using company tools to troubleshoot problems and create support tickets.
- Looking into issues before passing them on; writing down what caused the problem and what steps were taken. Sending urgent or complicated cases to senior team members.
- Learning about the team's system needs and assisting with setting up tools under guidance.
- Adding helpful information to team resources by recording common problems and solutions.
- Showing customers how to use products and explaining features in simple terms.
- Helping new team members learn company policies, call center software, and ticketing processes.
- Working in a call center or remote environment using a headset, computer, and call center software.
- Handling a high volume of calls and emails while staying organized.
- Working on simple projects under close supervision... For fu
HID Global is an Equal Opportunity/Affirmative Action Employer -- Minority/Female/Disability/Veteran/Gender Identity/Sexual Orientation.