Customer Experience Specialist (HID5457 & HID5458)

HID Global
Austin, TX North AmericaUSAustin, TX


HID Global powers the trusted identities of the world's people, places and things. Every day millions of people in more than 100 countries use our products and services to securely access physical and digital places. Over 2 billion things that need to be identified, verified and tracked are connected through HID Global’s technology. We make it possible for people to transact safely, work productively and travel freely. We work with governments, universities, hospitals, financial institutions and some of the most innovative companies on the planet—helping them to create trusting and trusted physical and digital environments so that they and the people who use them can fulfill their potential. Headquartered in Austin, Texas, HID Global has over 3,500 employees worldwide and operates international offices that support more than 100 countries. HID Global® is an ASSA ABLOY Group brand. For more information, visit

We are seeking a Customer Issue Advocate who will work within a fast-paced environment to ensure that HID Global Customers receive an exceptional experience by driving continuous improvement through all phases of the ordering management experience globally.

Duties and Responsibilities include the following (other duties may be assigned):

  • Examine existing and future business processes and work with internal groups globally to drive/assist in continuous improvement
  • Accurately log activities & correspondence in information systems (i.e. Sales Force)
  • Represent regional and/or global Customer Service teams on product planning & other OBE related activities
  • Ensure appropriate training documenation is provided to Customer Service team members
  • Support IT testing requirements related to management systems and process.
  • Assist with creation and maintenance of Customer Care process and procedures.
  • Project ownership with period readouts to Senior Leadership
  • Potential for critical Customer facing engagements
  • Create work instructions
  • Collaborate and align globally with peers in other regions
  • Ability to define and analyze metrics to measure efficiency, quality, & governance


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Must have a passion to make customer satisfaction their highest priority
  • Must be a self-starter who can work with limited supervision but who will escalate to management when necessary
  • Must have the ability to perform multiple tasks simultaneously to a high degree of quality / accuracy and be capable of consistently achieving team / department goals and SLAs
  • Must be able to function effectively under stressful situations and maintain a positive, appropriate demeanor
  • Must be a solid team player and seek to resolve customer issues interdependently with other areas of the company as needed.
  • Must have the ability to clearly and effectively communicate with Customers & internal/external stakeholders by telephone and in written communication.
  • Must have attention to detail skills and be diligent in terms of follow-up / completion to the satisfaction of our customers
  • Must be able to communicate effectively at all levels within the organization and have a demonstrable ability to succeed in a cross-functional / geographically widespread / international organization.
  • Ability to learn complex systems & processes with the ability to offer suggestions for improvement where needed
  • Must have the ability to travel domestically & internationally

Education and/or Experience         

  • Must have a H.S. diploma and a minimum of 3 to 5 years Customer Service experience; preferably in a high technology industry

Language Skills                   

  • Ability to effectively communicate in the English language verbally and in writing.
  • (Ideal, but not required): Bilingual 

Computer Skills     

  • Proficiency in MS Office products (Windows, Word, Excel, PowerPoint, Outlook) is essential
  • Preferred knowledge: Oracle, Sales Force, Agile
  • Ability to type 55 words per minute

Work Environment

  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Employee works primarily in an office and manufacturing environment, has the potential to work remotely

Work Requirements

  • Compliance to all relevant HID Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.
  • Potential for travel and fieldwork including international travel, therefore employee must possess or can acquire a valid passport.
  • Must be legally eligible to work in the United States

HID Global is an Equal Opportunity Employer/Minorities/Female/Disabled/Veteran 
If you have a disability which limits your ability to apply online, please contact us at [email protected], to submit your expression of interest in a position with our Company.