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Posted: Saturday, February 24, 2018 12:06 AM

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Technical Support Analyst
IdenTrust, Inc./HID Global
Salt Lake City, UT 84116

Job Description

Technical Support Analyst (IdenTrust)
Location: Salt Lake City, UT

HID Global powers the trusted identities of the world’s people, places and things. We make it possible for people to transact safely, work productively and travel freely. Our trusted identity solutions give people secure and convenient access to physical and digital places and connect things that can be accurately identified, verified and tracked digitally. Millions of people around the world use HID products and services to navigate their everyday lives, and over 2 billion things are connected through HID technology. We work with governments, educational institutions, hospitals, financial institutions, industrial businesses and some of the most innovative companies on the planet. Headquartered in Austin, Texas, HID Global has over 3,000 employees worldwide and operates international offices that support more than 100 countries. HID Global® is an ASSA ABLOY Group brand. For more information, visit www. hidglobal. com.

About IdenTrust, Inc.
IdenTrust, part of HID Global, is the global leader in trusted identity solutions, recognized by global financial institutions, government agencies and departments, and commercial organizations around the world. IdenTrust enables organizations to effectively manage the risks associated with identity authentication, work interoperably with countries around the world, minimize investment in creating their own policies and legal frameworks, and deploy a spectrum of products that ensure trust in the most efficient, intelligent, and cost effective manner available today.

Responsibilities

Summary
Are you looking for an exciting, fast paced, friendly environment to utilize your organization and customer service skills? IdenTrust is the global leader in trusted identity solutions and is currently seeking a Technical Support Analyst.

The successful candidate will have experience in a contact center taking inbound calls, emails, and chats, as well as have high attention to detail, good time management and an awareness of the customer experience. The Technical Support Analyst provides 1st and 2nd level support for IdenTrust customers and related products. Primarily providing customer/technical support for digital certificates. This position involves effectively communicating with the customer and using the appropriate tools for troubleshooting and ticketing issue resolution.

Essential Duties and Responsibilities
• Respond to informational/technical related requests via telephone, emails, and chats.
• Make accurate entries of call records into the ticketing system. Detailing specifics around the customer interaction.
• Investigate and resolve digital certificate issues as they relate to the account information, usage, and information.
• Diagnose between hardware and software related issues.
• Work in and troubleshoot in Windows, MAC and UNIX operating systems.
• Build a positive rapport with IdenTrust 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 up to date on security policies and practices.
• Ensure customer data is always handled securely and in accordance to the privacy policy. Reports all security concerns to the security team.
• Perform Identification & Authentication according to specific levels as required by IdenTrust customers.

Qualifications

Required Knowledge / Experience
• Minimum 2-3 years combined customer service and/or administrative office experience
• Minimum of 3 years combined experience with Office applications (Word, Excel, PowerPoint)
• Minimum of 2 years of experience in a call center environment
• 1+ years’ experience providing technical assistance via phone and handling high volumes of calls.
• Must have excellent customer service skills and ability to assist customers in a professional manner
• Strong knowledge around Windows Operations Systems
• Must have excellent written and verbal skills and proven record of providing superior customer service
• High School diploma or GED
• Two years post high school education (preferred)
• Ability to work flexible hours based on business need
• Strong troubleshooting and resolution skills. Researches problems before escalating.
• Can be trusted in securely handling customer data.
• Technical experience supporting network support, browsers, and/or peripherals


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

If you have a disability which limits your ability to apply online, please call us at 801-384-3549 to submit your expression of interest in a position with our Company.

If you are interested in this position, please submit your resume and cover letter (optional) along with salary requirements to:

careers@identrust.com
Subject: Technical Support Analyst

• Location: Salt Lake City

• Post ID: 18268822 saltlakecity
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