Customer Service Representative (Token Support)
New
J
JobgetherFederal IT Support
Based in United States, core Monday–Friday help desk hoursFull-TimeMiddle
Salary66,000 - 92,000 USD per year
Apply NowOpens the employer's application page
Job Details
- Experience
- 4+ years
- Required Skills
- Customer serviceData entryTechnical support
Requirements
- Associate’s degree or equivalent relevant education and experience.
- 4+ years of relevant professional experience, preferably in customer service, technical support, help desk operations, or a security-focused environment.
- Strong customer service skills with a friendly, professional, and patient approach.
- Ability to securely handle sensitive user information and maintain strict confidentiality.
- Basic technical understanding of two-factor authentication, hard tokens, password management, and account-access processes.
- Strong verbal and written communication skills with the ability to explain technical procedures clearly.
- Excellent attention to detail when processing authentication requests and maintaining records.
- Ability to follow detailed procedures and accurately document actions.
- Familiarity with email platforms, ticketing systems, standard office software, and basic help desk tools.
- Public Trust clearance is required.
Responsibilities
- Provide Tier 1 customer support for token-related issues, password resets, two-factor authentication, and account-access problems through phone and email channels.
- Monitor and respond to requests submitted through the designated security architecture support mailbox.
- Process requests for initial and additional hard tokens, including registration, repurposing, re-enabling, and troubleshooting.
- Distribute approved hard tokens by coordinating secure shipment directly to authorized requestors.
- Perform account lookups, send verification codes, process account unlocks, and issue password reset emails or text messages.
- Provide one-time-use backup codes and assist users with common authentication and access issues.
- Safeguard sensitive user information and follow established requirements for handling critical information.
- Accurately document support interactions, token requests, and troubleshooting steps.
- Identify and escalate complex issues to higher-level technical support.
View Full Description & ApplyYou'll be redirected to the employer's site
