Apply on Employer Site

HID · 5 hours ago

Customer Service Representative II

Austin, TX

Full-time

Onsite

Mid Level

3+ years exp

HID Global is a high-tech software company headquartered in Austin, TX, seeking a customer-focused professional to join their Customer Service team. The Customer Service Representative II will support customers throughout the order lifecycle, maintaining strong relationships and ensuring an exceptional customer experience.

GovernmentInformation ServicesSecurity

H1B Sponsor Likely

Responsibilities

Serving as a primary point of contact for customer inquiries via phone and email using Salesforce CRM

Maintaining accurate and up-to-date customer data within Salesforce and Oracle (eBS)

Documenting all customer interactions and activities within Salesforce CRM

Proactively communicating order updates or changes to customers as directed by Production Control and/or the CS Order Fulfillment Manager

Escalating complex or persistent issues to appropriate stakeholders, including Customer Care leadership, Regional Sales Managers, BU Champions, or Pre-Sales teams

Building and sustaining strong working relationships with internal and external customers

Ensuring Oracle (eBS) systems are configured with accurate defaults for assigned customer accounts

Resolving pre-booking issues in collaboration with customers and internal partners

Managing escalated customer issues from Customer Service peers

Supporting onboarding and providing guidance to newer team members

Addressing internal order holds as needed

Completing mandatory product and systems training to expand knowledge of HID solutions

Independently handling more complex and specialized customer service tasks

Qualification

Salesforce CRMOracle (eBS)Customer service experienceMicrosoft OfficeManage prioritiesAdditional languagesCommunication skillsAttention to detailSelf-motivatedTechnical documentation interpretation

Required

High School diploma or equivalent

Minimum of 3+ years of customer service experience in a call center or high-volume service environment

Demonstrated commitment to delivering excellent customer satisfaction

Strong verbal and written communication skills in English

Ability to manage multiple priorities with accuracy while meeting SLAs and team goals

Strong attention to detail and follow-through

Self-motivated with the ability to work independently while knowing when to escalate issues

Proficiency with Microsoft Office applications (Word, Excel, PowerPoint)

Preferred

Experience working in a technology-focused or manufacturing environment

Prior experience using Salesforce CRM

Working knowledge of Oracle (eBS)

Ability to communicate in additional languages

Experience reading and interpreting technical documentation or specifications

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

Company

HID

Glassdoor3.7

HID powers the trusted identities of the world's people, places and things.

Founded in 1991

Irvine, California, USA

1001-5000 employees

http://www.hidglobal.com

H1B Sponsorship

HID has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (17)

2024 (6)

2023 (9)

2022 (25)

2021 (19)

2020 (7)