Customer Technical Support Technician
About The Position
Provide remote technical and application problem resolution assistance related to Cross Match products. Diagnose, troubleshoot, repair and debug computer systems and software. Respond to situations where end users have failed to isolate or resolve problems in malfunctioning equipment or software. 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 At the Biometric Identity Technologies Business Area, within HID, we aim to create a safer world with biometric solutions that enhance everyday life, ensuring trust and reliability in every interaction. As a trusted biometric leader, we seamlessly and ethically protect people, places, and things, where we create a secure and equitable environment where everyone’s data is protected and their privacy respected. Driven by years of innovation, we offer a broad range of biometric identity technologies for transactions requiring irrefutable proof of identity, such as customer onboarding, fraud prevention, loss prevention, seamless travel, forensic investigation, background checks, border security, and government benefit issuance. We provide peace of mind to a great array of organizations and industries who know that they are getting the highest level of safety and security through trusted identity.
Requirements
- AA Degree / Technical Certification or equivalent 3 years related experience.
- Strong customer service and teamwork skills. Professional demeanor to maintain and enhance customer relationships.
- Maintain a 98% customer satisfaction rating
Responsibilities
- Gaining and maintaining knowledge of assigned customers' technical and business environment.
- Documenting and verifying reported problems. Troubleshooting and resolving issues utilizing all available tools, resources, and documentation. Engaging additional resources when necessary.
- Providing effective and consistent communication to management, peers and account team in support of customers.
- Taking ownership for front line service and supporting internal and external customers.
- Providing work support and guidance to less senior Customer Support Technicians.
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
