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Customer Support Agent IV

Company: HID Global Corporation
Location: Salt Lake City
Posted on: January 27, 2023

Job Description:

An Amazing Career Opportunity fora Customer Support Agent IV!!

Location: Salt Lake City

Job ID: 16881

Do you have superior communication skills and a proven record of providing excellent customer service? Are you great at mediating customer concerns? Do you want to work somewhere where your voice is heard? Do you want to work somewhere where your customer service and technical skills gets to shine? If so, we want to hear from you!

Who are we?

HID Global 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 4,000 worldwide employees.Check us out here:and

IdenTrust's Business Operations Department:

IdenTrust, part of HID Global, is a public key certificate authority that provides digital certificates to financial institutions, healthcare providers, government agencies and enterprises. The software development team is responsible for developing new applications, enhancing existing applications, solving problems, and resolving defects. The team is based in Salt Lake City.

As our Customer Support Agent IV, you'll support IdenTrust and HID's successby:

  • Diagnosing between hardware and software related issues.
  • Working in and troubleshooting in Windows, MAC and UNIX operating systems.
  • Reporting issues, bugs, and enhancement opportunities to the Supervisor and Quality Assurance team.
  • Staying up to date on security policies and practices.
  • Supporting POC for internal and external escalations requiring involvement of other departments.
  • Acting as a liaison between support and vendors associated with the support of IdenTrust-used hardware.
  • Participating in new-hire training.
  • Online ticket processing.
    Primary advanced support contact for end-user troubleshooting.

    What we will love about your background:

    • Trustworthy to securely handling customer data.
    • Subject Matter Expert and resource for support team and other departments.
    • Ability to effectively communicate in the English language, both 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.

      YourExperienceand Education include:

      • High School Diploma/GED.
      • 3+ years' experience in customer support or related field.
      • 7+ years' experience providing technical assistance via phone and email.
      • College course work completed in related field.
      • Advance experience as a Subject Matter Expert.
      • Technical experience supporting network support, browsers, and/or peripherals.
      • Advanced knowledge of desktop tools including Outlook, Excel, Word, and PowerPoint.
      • Advanced knowledge of both Windows and Mac operating systems, and IE, Safari, Chrome, and Firefox browsers.
      • Advanced knowledge of internal computer components.
      • Advanced knowledge of server and device certificates

        Who you are as a Team Member:

        Exceptional communication skills, both written and verbal.
        Willingness to 'roll upsleeves'and dive deep into tactical work when necessary.
        Good interpersonal skills, willingness to learn and continue to grow professionally.
        Strong team player and ability to work well with others.
        You welcome opportunities to incorporate diversity into your work, including valuing different backgrounds, experiences and opinions. You also embrace creating and nurturing a culture of diversity, inclusion, and belonging.

        Work Requirements:

        Must be a U.S. citizen.
        Must be legally eligible to work in the United States.
        Compliance to all relevant HID Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.
        As a Trusted Role, the candidate must 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.
        Drug screening.

        Why apply?

        Empowerment: You'll work as part of a global team in a flexiblework environment, learning and enhancing your expertise.
        Innovation: You embrace challenges and want to drive ambitious change.
        Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly.

        This opportunity may be open to flexible working arrangements.

        HID is an Equal Opportunity/Affirmative Action Employer - Minority/Female/Disability/Veteran/Gender I

Keywords: HID Global Corporation, Salt Lake City , Customer Support Agent IV, Sales , Salt Lake City, Utah

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