ASSA ABLOY Opening Solutions

Customer Support Agent

ASSA ABLOY Opening Solutions

full-time

Posted on:

Location Type: Office

Location: Salt Lake City • Utah • United States

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Junior

About the role

  • 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
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