Customer Support Agent

About Us

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. Our Identity and Access Management Solutions (IAMS) products protect more than 85 million user identities. We operate under a Zero Trust philosophy, driving advances in risk-based multi-factor authentication, securing user identities in converged access environments, and expanding implementations with our industry-leading digital certificates and PKI-as-a-Service (PKIaaS) solution.

Responsibilities

• Answer inbound calls, emails, and online tickets; provide accurate, satisfactory responses to questions and concerns.
• Build positive rapport; practice empathy and patience; de-escalate dissatisfied customers and own issues through to resolution.
• Guide customers through troubleshooting, product usage, and site navigation.
• Follow up proactively to confirm issue resolution and customer satisfaction.
• Diagnose and resolve issues across Windows operating systems and common browsers (IE, Chrome, Firefox).
• Support users with hardware, software, and peripheral challenges using approved tools and procedures.
• Create detailed, accurate entries of all interactions in the CRM/ticketing system, including call records, actions taken, and outcomes.
• Adhere to procedures and guided workflows when appropriate, while exercising sound judgment on deviations.
• Stay current on security policies and best practices; handle customer data with discretion and confidentiality.
• Meet or exceed performance metrics (response times, resolution rates, customer satisfaction scores).
• Collaborate with peers and cross-functional teams to improve processes and customer outcomes.
• Provide 1st-line technical support for IdenTrust customers and related products, leveraging appropriate troubleshooting and ticketing tools.
• Research issues before escalation; document root causes and recommended actions; escalate urgent or complex cases to senior staff or specialized teams.
• Study and analyze basic system needs; assist in the development, selection, and installation of information center tools under supervision.

Requirements

• Strong customer service skills with clear communication and problem-solving abilities.
• Adaptability in a fast-paced environment.
• Foundational technical support experience, including troubleshooting Windows operating systems and guiding users through product usage.
• Ability to document interactions thoroughly in a CRM/ticketing system.
• Commitment to staying current on security policies and practices.

Location: Salt Lake City, Utah