Overview

IDEMIA Public Security, a division of IDEMIA Group, is the leading provider of secure and trusted biometric-based solutions, transforming public and private organizations across the globe. Our industry-enabled and client-specific solutions draw upon decades of expertise in biometrics to revolutionize the fields of public security, justice and public safety, travel and transport, identity, and access control. Built on privacy and trust, our market-leading iris, fingerprint and facial recognition solutions top independent benchmarking for accuracy, fairness and scalability. These exacting standards enable our clients to build safer, fairer societies where people can live, interact, and move about freely. With 4000+ employees around the world and 150+ partners worldwide, we offer more than just a job - we provide a dynamic environment where innovation thrives, opportunities abound, and your talents are valued. Be part of a global leader shaping the future of biometric based technology. Learn more here.

Responsibilities

• Create and work on cases/tickets based on customer's technical support needs.
• Escalate reported issues to other teams on a timely manner based on existing SLAs.
• Answer calls that come via one or more phone support lines.
• Support customers via other non-phone support channels such as e-mail and chat.
• Utilize Salesforce for call log, tracking and documentation.
• Call customers back and provide updates as needed.
• Work in conjunction with other co-workers when supporting/troubleshooting issues.
• May be assigned to specific projects / platforms based on business needs.
• Attendance to regular team meetings (or watch all the recordings if working shift 3 hours) is mandatory.
• Attend project meetings and create/maintain deliverables as needed, using Microsoft tools (Office, Outlook, Teams, etc...).

The US base salary range for this full-time position is $56,290 - $70,533 + bonus + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Qualifications

• High level of organization skills.
• Ability to prioritize tasks based on different workloads.
• Previous applied experience with Microsoft tools (Office, Outlook, Teams, etc…) is a must.
• Passion for technology.
• Ability to work on a high-pressure, time-sensitive tasks required to honor SLAs.
• Willingness to learn new platforms.
• Ability and willingness to interact with peers and leadership inside and outside the department.
• Previous experience with a call log and tracking tool in a Support Center/Call Center environment is expected.
• Previous experience with Salesforce is highly desirable.
• Previous customer service and technical support experience is expected.
• Previous experience interacting directly with customers is highly desirable. 
• Self-starter and driven by a sense of urgency based on competing priorities.
• Microsoft / CompTIA technical support certifications are very desirable.
• College / associate degree in Computer Science-related fields is a plus.
• Experience using and troubleshooting Windows-based computers is mandatory.