Customer Support Agent (HID1275)

HID Global
Salt Lake City, UT North AmericaUSSalt Lake City, UT

HID Global powers the trusted identities of the world's people, places and things. Every day millions of people in more than 100 countries use our products and services to securely access physical and digital places. Over 2 billion things that need to be identified, verified and tracked are connected through HID Global’s technology. We make it possible for people to transact safely, work productively and travel freely. We work with governments, universities, hospitals, financial institutions and some of the most innovative companies on the planet—helping them to create trusting and trusted physical and digital environments so that they and the people who use them can fulfill their potential. Headquartered in Austin, Texas, HID Global has over 4,000 employees worldwide and operates international offices that support more than 100 countries. HID Global® is an ASSA ABLOY Group brand. For more information, visit



Responsible for providing 1st level support for IdenTrust customers and related products. This position involves effectively communicating with the customer and using the appropriate tools for troubleshooting and ticketing issue resolution. 


Duties and Responsibilities include the following:

  • Respond to informational/technical related requests via telephone and email.
  • Create detailed entries of call records into the ticketing system.
  • Diagnose between hardware and software related issues.
  • Work with and troubleshoot in Windows, MAC and UNIX operating systems.
  • Build a positive rapport with customers and take ownership of issues raised.
  • Report issues, bugs, and enhancement opportunities to the Supervisor and Quality Assurance team.
  • Utilize web-based system to review incoming certificate applications for completeness.
  • Stay current on security policies and practices.
  • Other duties may be assigned as needed to support business needs.


  • Excellent communication skills and proven record of providing excellent customer service.
  • Strong troubleshooting and resolution skills, researching problems before escalating.
  • Ability to work flexible hours based on business need.
  • Ability to securely handling customer data.

Required Education and/or Experience

  • 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.

Language Skills                   

  • Ability to effectively communicate in the English language verbally and in writing.
  • Must effectively understand technical verbiage and effectively communicate to a level that is understandable by the audience which may be non-technical.

Computer Skills  

  • 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.

Customer Expectations

  • Treat customers/colleagues fairly and with respect at all times.
  • Exceptional support during operating hours.
  • Issues will be handled with the correct priority and the support team will take ownership of the issue.
  • Effectively listen to the customer and understand d their needs.
  • Responsive to inquiries on contract, compliance, regulatory, security, or other such topics. 
  • Ensure that their security and privacy is maintained with a high degree of integrity.

Work Environment

  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Employee works primarily in well-ventilated office environment, exposed to moderate noise levels.

Applicant Requirements

  • Must be a U.S. citizen
  • Agree to, and successfully pass a comprehensive background check to include:
  • Financial review (credit worthiness)
  • Civil review (public records, judgments, liens, etc)
  • Criminal background check
  • Must be legally eligible to work in the United States.  


HID Global is an Equal Opportunity Employer/Minorities/Female/Disabled/Veteran