Customer Support Agent

Customer Support Agent
** Job :
** 44046

We are seeking a skilled Technical Support Specialist to provide Tier 1 and Tier 2 support for Iden Trust 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.

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:  and  
** 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 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:*
* * 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.
** Your Experience and 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
* ** 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. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.
* ** Integrity:
**…