Customer Support Agent III (HID2973)


An Amazing Career Opportunity for a Customer Support Agent!! 

Location (s): Salt Lake City, UT

Job ID: 11894


Do you want to work somewhere where your voice is heard? Do you want 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, you’ll support HID’s success by: 

  • Provides 1st, 2nd, and 3rd level support for IdenTrust customers and related products.
  • Diagnose between hardware and software related issues.
  • Work in and troubleshoot in Windows, MAC and UNIX operating systems.
  • Report issues, bugs, and enhancement opportunities to the Supervisor and Quality Assurance team.
  • Stay up to date on security policies and practices.
  • Respond to advanced support escalations via phone and email.
  • Update and manage the support knowledge base.
  • Participate in new-hire training.
  • Interact with other departments and follow through on advanced tickets.
  • Meet productivity targets set by management.
  • Participate in annual goal setting and performance reviews.


What we will love about your background: 

  • Ability to work flexible hours based on business need.
  • Superior communication skills and proven record of providing excellent customer service.
  • Conduct GoToMeeting sessions for advanced support.
  • Trustworthy to securely handling customer data.
  • Subject Matter Expert and resource for support team and other departments.
  • Must effectively understand technical verbiage and effectively communicate to a level that is understandable by the audience which may be non-technical.
  • Advanced knowledge of desktop tools including Outlook, Excel, Word, and PowerPoint.
  • Advanced knowledge of internal computer components.
  • Advanced knowledge of server and device certificates.


Your Experience and Education include:             

  • High School Diploma/GED; some college course work completed in Computer Sciences.
  • 3+ years’ experience in customer support or related field.
  • 5+ years’ experience providing technical assistance via phone.


Who you are as a Team Member:

  • Exceptional communication skills, both written and verbal. 
  • Willingness to ‘roll up sleeves 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 proactively seek to adopt and implement diversity into your work, including valuing different backgrounds, experiences and thinking. You also embrace creating and nurturing a culture of diversity, inclusion, and belonging.



Applicant 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; and
    • Drug screening.


Why apply? 

  • Empowerment: You’ll work as part of a global team in a flexible work   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.


HID Global is an Equal Opportunity/Affirmative Action Employer – Minority/Female/Disability/Veteran/Gender Identity/Sexual Orientation.


#HIDJobs #LI-onsite #saltlakecityjobs #customersupport #customerservice


We make it easier for people to get where they want to go!
On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something.  HID technology is behind billions of interactions, in more than 100 countries.  We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.  
When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 50,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.


Salt Lake City, UT, US, 84116

Customer Service & Contact Center Operations

Nearest Major Market: Salt Lake City