Customer Service Representative (Token Support)

Accountabilities:

• • 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, ensuring timely and accurate resolution.
  • Process requests for initial and additional hard tokens, including registration, repurposing, re-enabling, and troubleshooting of non-functioning tokens.
  • Distribute approved hard tokens by coordinating and completing secure shipment directly to authorized requestors.
  • Perform account lookups, send verification codes, process account unlocks, and issue password reset emails or text messages in accordance with established procedures.
  • Provide one-time-use backup codes when required and assist users with common authentication and access issues.
  • Safeguard sensitive user information and follow established requirements for handling critical information and unique identifiers.
  • Accurately document support interactions, token requests, troubleshooting steps, and completed actions within applicable systems.
  • Identify issues that cannot be resolved at Tier 1 and escalate them appropriately to higher-level technical support.
  • Maintain a professional, friendly, and responsive customer experience while managing multiple requests and periods of high support volume.
  • Follow established federal help desk processes, security procedures, and operational guidelines consistently.
  • Support core Monday–Friday help desk hours and provide occasional after-hours assistance when required.

  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 across phone and email interactions.
  • 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 to users.
  • Excellent attention to detail when processing authentication requests, maintaining records, and coordinating token shipments.
  • Ability to follow detailed procedures and accurately document actions and outcomes.
  • Familiarity with email platforms, ticketing systems, standard office software, and basic help desk tools.
  • Strong problem-solving and troubleshooting skills, with the ability to resolve common token and password issues efficiently.
  • Ability to work collaboratively as part of a support team and remain effective during high-volume periods.
  • Strong organizational and time-management skills with the ability to prioritize multiple requests.
  • Flexibility to work core Monday–Friday help desk hours and provide occasional after-hours support when necessary.
  • Public Trust clearance is required.

  Benefits:

  • Competitive salary range of $66,000–$92,000 USD, with final compensation based on factors such as responsibilities, education, certifications, experience, internal equity, and market conditions.
  • Eleven paid federal holidays.
  • Paid time off accrued each pay period.
  • Paid parental leave.
  • Three medical plan options with generous employer contributions.
  • Dental and vision insurance.
  • Company-paid short-term and long-term disability coverage.
  • Company-paid life and AD&D insurance.
  • 401(k) plan with competitive employer matching and vesting schedule.
  • Continuing education assistance.
  • Medical, dependent care, and commuter flexible spending accounts.
  • Employee Assistance Program.
  • Wellness benefits, including access to a health and wellness app and gym subsidy.
  • 529 college savings plan.
  • Legal insurance.
  • Pet insurance.
  • Remote work environment supporting federal customer service operations.
  • Opportunity to contribute to mission-critical government services in a security-focused environment.