Customer Support Agent

An Amazing Career Opportunity foraCustomer Support Agent!!

Location: Salt Lake City, Utah

Job ID: 44046

We are seeking a skilled Technical Support Specialist to provide Tier 1 and Tier 2 support for IdenTrust customers and associated products. In this role, you will be the first point of contact for customer inquiries, delivering timely and effective resolutions while ensuring a positive experience. Strong communication skills are essential, as you will engage directly with customers to accurately diagnose issues and apply appropriate troubleshooting techniques using ticketing tools. You will manage support cases from initial contact-via phone, online ticket submission, or email-through to resolution, escalating complex problems when necessary. Additionally, you will maintain detailed documentation to drive continuous improvement and uphold the highest standards of customer satisfaction.

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 informational/technical related requests via telephone and email.
• Creating detailed entries of call records into the ticketing system.
• Working with and troubleshoot in Windows operating system.
• Building a positive rapport with customers and taking ownership of issues raised.
• Staying current on security policies and practices.
• Meeting productivity targets set by management.
• Participating in annual goal setting and performance reviews.
• Additional responsibilities may be assigned as needed to support evolving business priorities.

YourExperienceand Background include:

• High School Diploma/GED; some college course work completed in Computer Sciences.
• 1-3 years' experience in customer support or related field.
• 1-3 years' experience providing technical assistance via phone.
• Experience handling high volumes of phone calls.
• Technical experience supporting network support, browsers, and/or peripherals.
• Basic knowledge of desktop tools including Outlook, Excel, Word, and PowerPoint.
• Knowledge of both Windows and Mac operating systems, and IE, Safari, Chrome, and Firefox browsers.
• Basic Knowledge of internal computer components.
• Excellent communication skills and proven record of providing excellent customer service.
• Troubleshooting and resolution skills, researching problems before escalating.
• Ability to work flexible hours based on business need.

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 workenvironment, 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. 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. 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 accommodations-ext@hidglobal.com.

Please be aware that our recruitment process may include the use of AI-powered tools to assist in screening applicant resumes.These tools help us efficientlyidentifycandidates whose qualifications and skills align with the job description. We use AI in a responsible manner andin accordance withapplicable data privacy laws and regulations. Importantly, all applicants are reviewed by our Talent Acquisition team. AI is used to support, not replace, human judgment in the evaluation process.

We make it easier for people to get where they want to go!

On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something. HID technology is behind billions of interactions, in more than 100 countries. We help you create a verified, trusted identity that can get you where you need to go - without having to think about it.

When you join our HID team, you'll also be part of the ASSA ABLOY Group, the global leader in access solutions. You'll have 63,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions - supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it's important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

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