Customer Service Representative (Token Support)

1 week, 4 days ago
Full-time
Mid Level
Customer and Technical Support
Pingwind

Pingwind

Pingwind specializes in providing cybersecurity, information technology, and supply chain services to assist clients in securing their information, modernizing their systems, and optimizing performance.

Internet Software & Services
51-250
Founded 2012

Description

  • Monitor and respond to the FSA Security Architecture mailbox for password resets and token-related requests.
  • Handle inbound user calls and emails regarding hard tokens, two-factor authentication, password resets, and account access.
  • Process requests for initial and additional hard tokens, including registration, repurposing, re-enabling, and troubleshooting.
  • Ship approved tokens directly to requestors on behalf of institutions and organizations.
  • Perform Tier 1 support tasks, including account lookup, verification codes, account unlocks, and password reset emails or texts.
  • Provide one-time-use backup codes when needed.
  • Protect sensitive user information and follow FSA procedures for support, critical information handling, and identifier management.
  • Document support actions accurately and escalate complex issues to higher-tier support.
  • Support core Monday–Friday help desk hours and occasional after-hours needs.

Requirements

  • Associate’s degree.
  • 4 years of required experience.
  • Public Trust clearance.
  • Strong customer service skills and a professional phone and email manner.
  • Clear verbal and written communication skills.
  • Basic understanding of two-factor authentication and token management.
  • Ability to securely handle confidential user information.
  • Attention to detail in token processing, documentation, and shipping logistics.
  • Proficiency with email systems, ticketing tools, and standard office software.
  • Ability to troubleshoot common token and password issues, follow procedures, and work effectively during peak periods.

Benefits

  • Remote work opportunity.
  • Salary range of $66,000–$92,000.
  • Eleven federal holidays and paid time off accrued each pay period.
  • Parental leave.
  • Medical, dental, and vision insurance, including employer medical contributions.
  • Company-paid disability, life, and AD&D insurance.
  • 401(k) with competitive matching and vesting schedule.
  • Continuing education assistance, wellness benefits, employee assistance program, and flexible spending accounts.

Interested in this position?

Apply directly on the company website

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