Customer Support Agent

Role Overview

• 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