Customer Support Agent

ASSA ABLOY • Salt Lake City, UT

2d

About The Position

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. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo

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.

Requirements

• High School Diploma or GED (some college coursework in IT or related field is a plus).
• 0–1 years of experience in customer service, call center, or technical support.
• Strong communication skills—clear, 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.

Nice To Haves

• 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.

Responsibilities

• 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees