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 Iden Trust 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 Iden Trust 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…