Customer Service Representative, Token Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver Tier 1 help desk support centered on token-related inquiries and password resets for FSA IAM systems.

• Act as the primary contact for users requiring help with hard tokens, two-factor authentication, password resets, and account access issues.

• Oversee and address requests directed to the FSA Security Architecture mailbox.

• Manage incoming calls and emails from users.

• Facilitate requests for new or additional hard tokens.

• Aid in the registration, repurposing, re-enabling, and troubleshooting of malfunctioning tokens.

• Distribute approved tokens by shipping them directly to requestors on behalf of their institutions or organizations.

• Execute general Tier 1 help desk responsibilities, including account lookups, verification codes, unlocks, and password reset notifications via email or text.

• Adhere to FSA protocols for user support, critical user information management, and unique identifier oversight.

• Provide one-time use backup codes when necessary.

• Escalate intricate issues to higher-tier support as needed.

⛳️ Requirements

• Public Trust clearance is required.

• An Associate's Degree is mandatory.

• A minimum of 4 years of relevant experience.

• Excellent customer service abilities with a pleasant and professional demeanor over phone and email.

• Capability to manage sensitive user information securely while maintaining confidentiality.

• Strong attention to detail when processing token requests and managing shipping logistics.

• Effective verbal and written communication skills.

• Basic technical knowledge of two-factor authentication and token management.

• Competence in following detailed procedures and accurately documenting actions.

• Proficiency in email systems, ticketing tools, and standard office software applications.

• A collaborative team player who can perform well under peak workloads.

• Flexibility to support core help desk hours (Monday–Friday) and occasional after-hours requirements.

• Problem-solving abilities to swiftly troubleshoot common token and password-related issues.

🏝️ Benefits

• Eleven Federal Holidays.

• Paid Time Off accrued with each pay period.

• Parental Leave.

• Three medical plan options with substantial employer contributions.

• Dental and Vision Insurance.

• Company-paid Short-Term and Long-Term Disability.

• Company-paid Life and AD&D Insurance.

• 401k plan with competitive matching and a vesting schedule.

• Assistance for continuing education.

• Medical, Dependent Care, and Commuter Flexible Spending Accounts.

• Employee Assistance Program.

• Wellness benefits, which include the Calm Health app and WellHub gym subsidy (previously GymPass).

• 529 College Savings Plan.

• Legal Insurance.

• Pet Insurance.