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Customer Service

Company: IDEMIA North America
Location: Austin
Posted on: June 12, 2021

Job Description:

IDEMIA is the global leader in identity and security. Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We are a distributed company leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and IoT. We use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companies. IDEMIA is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. Together, our solutions impact the everyday lives of citizens and nations. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person- one identity.


Join our team and receive a **$500 Sign-on Bonus**

About the Job (includes but is not limited to):

  • Provide superior customer service to internal and external customers
  • Perform basic maintenance and troubleshoot issues with fingerprinting and retail equipment, including computer hardware and software
  • Verify customer identity and scan required documents into database system
  • Successfully complete required biometric and data capture processes and paperwork on each customer
  • Track processing time for each applicant and ensure applicants are processed in appropriate order
  • Perform biometric processing to include capturing quality electronic fingerprints, photographs and signatures to meet or exceed program accuracy standards
  • Identify win-win opportunities to provide more products and services to customers
  • Create opportunities to add value for customers through the upselling of retail products and services (if applicable)
  • Adhere to all company and departmental employment policies regarding security and confidentiality to ensure applicant documents/information are safeguarded at all times
  • Adhere to all company and departmental policies relating to Enrollment Center standards, including adherence to signage, branding, and employee attire policies
  • Performs Enrollment Center Sustainment responsibilities on a daily basis
  • Performs administrative duties such as time keeping, shift schedules, daily activity reports, card inventory, equipment inventory, submit updated enrollment center photos and requisitioning supplies including troubleshooting and/or equipment modifications when necessary
  • Represents the company and the program(s) that are supported in a professional and customer oriented manner
  • Support Customer Service Registration and Reservation activities, as necessary
  • Successfully completes time sensitive trainings/briefings as assigned.

Note: In addition to the Essential Functions, also performs similar work-related duties as assigned.


  • Strong technical aptitude that includes the ability to work across multiple enrollment capture equipment workstations (tablet vs computer set up)
  • Ability to learn and adapt quickly to new technologies/operating procedures, as well as new service offerings and evolving work environments
  • Ability to work in a fast paced, customer-facing environment while maintaining professionalism at all times
  • Ability to maintain a high level of productivity under minimal supervision
  • Highly motivated to assist customers with enrollment needs
  • Passionate about the IdentoGO environment and committed to presenting a high quality enrollment experience to every customer
  • Strong people and customer service skills-you're approachable, a good listener, and empathetic to your customers, with excellent verbal communication skills
  • Ability to problem solve and troubleshoot complex situations
  • Strong written communication skills, including ability to read and interpret emails, and provide logical written responses in a timely manner
  • Comfortable with performing basic administrative tasks
  • Committed to the highest level of ethics and integrity and providing customer privacy
  • Enthusiastic about learning the IdentoGo services and programs offered within the enrollment center and providing that knowledge to our customers
  • Committed to flexibility work hours are based on business needs and may vary, including evening and weekend hours

Keywords: IDEMIA North America, Austin , Customer Service, Other , Austin, Texas

Click here to apply!

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