Customer Support Agent

ASSA ABLOY Opening Solutions

. Responding to customer inquiries via phone, email, and online tickets .

Posted 3/31/2026full-timeSalt Lake City • Utah • 🇺🇸 United StatesJuniorWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

basic troubleshootingWindows operating systemscommon web browsersMicrosoft Officeticketing systemscall center softwarenetworking basicssecurity best practices

Soft Skills

communication skillsempathypatienceorganizationreliabilityability to learncollaborationproblem-solving

Certifications

CompTIA A+HDI Customer Service Representative