Customer Experience Leader modernizing and leading the Merchant Support team at Allegro. Focused on data - driven processes and enhancing customer experience.
About the role
- Customer Support Agent providing technical support and assistance for customers at HID Global. Engaging with users via phone, email, and online to resolve inquiries in a fast-paced environment.
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
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
- 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
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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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