Customer Support Agent

About the Role

The Customer Support Agent provides first-line assistance to customers via phone, email, and online ticket submission to resolve inquiries, complaints, pre-sales, and technical issues related to hardware, software, and peripherals. This role combines call center excellence with foundational technical support.

Key Responsibilities

• Answer inbound calls, emails, and online tickets; provide accurate, satisfactory responses to questions and concerns.
• Build positive rapport; practice empathy and patience; de-escalate dissatisfied customers and own issues through to resolution.
• Guide customers through troubleshooting, product usage, and site navigation.
• Follow up proactively to confirm issue resolution and customer satisfaction.
• Diagnose and resolve issues across Windows operating systems and common browsers (IE, Chrome, Firefox).
• Support users with hardware, software, and peripheral challenges using approved tools and procedures.
• Create detailed, accurate entries of all interactions in a CRM/ticketing system, including call records, actions taken, and outcomes.
• Adhere to procedures and guided workflows when appropriate, while exercising sound judgment on deviations.
• Stay current on security policies and best practices; handle customer data with discretion and confidentiality.
• Meet or exceed performance metrics (response times, resolution rates, customer satisfaction scores).
• Collaborate with peers and cross-functional teams to improve processes and customer outcomes.
• Provide 1st-line technical support for IdenTrust customers and related products, leveraging appropriate troubleshooting and ticketing tools.
• Research issues before escalation; document root causes and recommended actions; escalate urgent or complex cases to senior staff or specialized teams.
• Assist in the development, selection, and installation of information center tools under supervision.
• Contribute to team knowledge bases and standard operating procedures (SOPs) by logging solutions and common issues.
• Train users on system functionality, product features, and best practices; communicate technical concepts clearly to non-technical audiences.
• Help orient new team members to customer management policies, call center software, procedures, and ticketing standards.
• Operate effectively in a call center or remote setting using headsets, computers, and call center software; manage high call/email volumes.
• Work under close supervision on projects of limited complexity; accept regular reviews by supervisors or senior peers to ensure quality and learning progression.

Requirements & Tech Stack

• Windows operating systems
• Internet Explorer, Chrome, Firefox
• CRM/ticketing systems
• Call center software
• Microsoft Outlook, Excel, Word, PowerPoint
• Headsets
• Computers

Qualifications

• High School Diploma/GED required.
• 0–2 years of experience in a call center, customer service, or technical support role.
• Excellent verbal and written communication skills in English; strong active listening and rapport-building abilities.
• Proven commitment to delivering outstanding customer service; ability to de-escalate and remain professional when under pressure.
• Basic knowledge of desktop tools.
• Familiarity with Windows OS.
• Basic understanding of internal computer components and common troubleshooting steps.
• Comfort with CRM/ticketing systems and call center software; accurate data entry and case management.
• Strong troubleshooting and resolution skills; research issues thoroughly before escalation.
• Time management, organizational skills, and the ability to handle high volumes while maintaining quality.
• Adaptability, flexibility, and reliability; ability to work flexible hours based on business needs.
• Compliance-oriented; follows procedures, policies, and security practices diligently.

Preferred Qualifications:

• Some college coursework in Computer Science or related field.
• Associate degree or higher in Computer Science, Information Systems, or a related field.
• Prior experience in a customer support, help desk, or call center environment.
• Working knowledge of networking fundamentals and security best practices.
• Hands-on experience with ticketing systems, remote troubleshooting tools, and multi-line phone systems.
• Multi-language capability based on customer demographics.
• Familiarity with IdenTrust products and PKI concepts.
• Industry-recognized certifications (e.g., CompTIA A+, Network+, HDI Customer Service Representative).