Customer Support Agent (Identity and Access Management)

Location: Salt Lake City, Utah, United States. Applicants must be legally authorized to reside and work in the hiring country; international relocation and remote work outside the United States are not considered.

Company

hirify.global is a high-tech software and identity technology company providing trusted identity, access management, authentication, and digital certificate solutions worldwide.

What you will do

• Answer inbound calls, emails, and online tickets about customer inquiries, complaints, pre-sales questions, and technical issues.
• Provide first-line technical support for hardware, software, peripherals, Windows operating systems, browsers, and IdenTrust products.
• Troubleshoot issues, research root causes, resolve cases, and escalate urgent or complex problems to specialized teams.
• Document interactions, actions, outcomes, solutions, and recommended next steps in CRM and ticketing systems.
• Guide customers through product usage, website navigation, system functionality, and security best practices.
• Collaborate with peers and cross-functional teams, contribute to knowledge bases and SOPs, and help orient new team members.

Requirements

• High School Diploma or GED required; an Associate degree or higher in Computer Science, Information Systems, or a related field is preferred.
• 0–2 years of experience in customer service, call center, help desk, or technical support; entry-level candidates are welcome.
• Excellent written and verbal English communication skills required.
• Familiarity with Windows, Internet Explorer, Chrome, Firefox, Microsoft Office, CRM or ticketing systems, and call center software.
• Basic knowledge of computer components, troubleshooting, case management, time management, and high-volume customer support.
• Applicants must already be legally authorized to work in the United States; immigration sponsorship is not available.

Nice to have

• Networking fundamentals and security best practices.
• Remote troubleshooting tools, multi-line phone systems, IdenTrust products, and PKI concepts.
• CompTIA A+, Network+, or HDI Customer Service Representative certification.
• Additional language capability based on customer demographics.

Culture & Benefits

• Competitive salary and rewards package.
• Competitive benefits and annual leave supporting work-life balance.
• Inclusive and welcoming work environment.
• Career development opportunities, training, and learning resources.
• Participation in a global organization focused on hardware, software, services, identity, and access solutions.