Customer Support Agent

Customer 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.

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.

As our Customer Support Agent, you'll support HID's success by:

• 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 and accepting feedback to improve.

Your experience and background include:

• High School Diploma or GED (some college coursework in IT or related field is a plus).
• 01 years of experience in customer service, call center, or technical support.
• Strong communication skillsclear, professional, and empathetic.
• Basic computer skills (Microsoft Office, Windows OS, common browsers).
• Ability to learn new systems and follow troubleshooting steps.
• Organized, reliable, and able to work in a fast-paced environment.
• Associate degree or higher in Computer Science or related field is preferred.
• Familiarity with ticketing systems and call center software is preferred.
• Knowledge of networking basics or security best practices is preferred.
• Certifications like CompTIA A+ or HDI Customer Service Representative is preferred.

What we can offer you:

• 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

Empowerment: You'll work as part of a global team in a flexible work environment, learning and enhancing your expertise.

Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.

Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly.

HID does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. We are not responsible for any fees related to unsolicited resumes.

HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer, we welcome applications from individuals of all backgrounds, experiences, and perspectives. We evaluate applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic. Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves, fostering an environment of mutual respect and inclusivity.