Customer Service Representative (Token Support)
New
P
PingWindFederal IT Services
Remote, Monday–Friday core business hoursFull-TimeMiddle
Salary66,000 - 92,000 USD per year
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Job Details
- Experience
- 4 years
- Required Skills
- Customer service
Requirements
- Associate's Degree.
- 4 years of relevant experience.
- Ability to obtain and maintain a Public Trust clearance.
- Strong customer service skills with a friendly, professional manner.
- Ability to handle sensitive user information securely and maintain confidentiality.
- Attention to detail regarding token request processing and shipping logistics.
- Clear verbal and written communication skills.
- Basic technical understanding of two-factor authentication and token management.
- Proficiency with email systems, ticketing tools, and standard office software.
- Ability to work efficiently during peak periods and follow detailed procedures.
- Flexibility for core help desk hours (Monday–Friday) and occasional after-hours needs.
Responsibilities
- Monitor and respond to FSA Security Architecture mailbox requests for password resets and token assistance.
- Handle inbound calls and emails from users requiring authentication support.
- Process requests for initial or additional hard tokens, including registration, re-enabling, and troubleshooting.
- Ship approved tokens directly to requestors on behalf of institutions.
- Perform general Tier 1 help desk functions including account lookup, sending verification codes, and managing unlocks.
- Follow defined FSA processes for critical user information handling and unique identifier management.
- Provide one-time use backup codes and escalate complex technical issues to higher-tier support.
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