Customer Support Agent

Customer Support Agent

The Customer Support Agent provides first-line assistance to customers via phone, email, and online ticket submission to resolve inquiries, complaints, pre-sales, and technical issues related to hardware, software, and peripherals. This role combines call center excellence with foundational technical support, including troubleshooting Windows operating systems, guiding users through product usage and website navigation, and documenting all interactions in a CRM/ticketing system. The Agent also supports IdenTrust customers and related products, using appropriate tools to identify issues, resolve or escalate them, and ensure comprehensive, professional communication. The ideal candidate demonstrates strong customer service, clear communication, problem-solving, and adaptability in a fast-paced environment while staying current on security policies and practices.

HID powers the trusted identities of the world's people, places, and things, allowing people to transact safely, work productively and travel freely.

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 access environments and drives the need to expand implementations with our industry-leading digital certificates and PKIaaS solution to manage them at scale.

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

• 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.

Your Experience and Background include:

• High School Diploma/GED required, some college coursework in Computer Science or related field preferred.
• 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.
• 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.

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

Why apply?

• Empowerment: You'll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don't need to check all the boxes. If you have most of the skills and experience, we want you to apply.
• Innovation: You embrace challenges and want to drive change. You'll have opportunities to share insights and contribute forward-thinking ideas that shape future outcomes.
• Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

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. If you have a disability and require assistance or accommodation to participate in the application process or to perform essential job functions, please contact View email address on click.appcast.io.

Immigration Sponsorship Not Available

• Applicants for this position must be currently and legally authorized to reside and work in the hiring country.
• HID Global will not offer immigration sponsorship or assume sponsorship of an employment visa for this position.
• International relocation or remote work arrangements outside of the hiring country will not be considered.

Our Talent Acquisition team may use an AI-powered screening tool to support their initial review of your application. The tool analyzes resume content such as qualifications, skills, and experience to help recruiters assess applications against role requirements. It does not score, rank, filter, or make any decisions about your application. All hiring decisions are made by people following their own review of your full application.

Information processed by the tool is deleted once the recruiter's review is complete.

If you believe the tool has not accurately represented your application, you can request direct human review by contacting View email address on click.appcast.io with the subject line "Application Review