Customer Service Representative (Token Support)
- Compensation
- Not disclosed
- Location
- Remote
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 4+ years
- Category
- Support
- Posted
Skills
Must have
- - Strong customer service skills with a friendly and professional phone and email manner - Ability to handle sensitive user information securely and maintain confidentiality - Good attention to detail
- About PingWind PingWind is focused on delivering outstanding services to the federal government. We have extensive experience in the fields of cybersecurity, development, IT infrastructure, supply cha
- Salary Range
- $66k-$92K
- The pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) job responsib
- Veterans are encouraged to apply PingWind, Inc. does not discriminate in employment opportunities, terms, and conditions of employment, or practices on the basis of race, age, gender, religious or pol
Full description
Location: Remote
Required Clearance: Public Trust
Required Education: Associate's Degree
Required Experience: 4 years
Position Description
The Token Support Customer Service Representative (CSR) provides Tier 1 help desk support focused on token-related issues and password resets for the FSA IAM systems. This role serves as the first point of contact for users needing assistance with hard tokens, two-factor authentication (TFA), password resets, and account access problems, ensuring timely and accurate support during core business hours.
Responsibilities
The Token Support CSR monitors and responds to requests sent to the FSA Security Architecture mailbox for password resets and token-related assistance. They handle inbound calls and emails from users, process requests for initial or additional hard tokens, assist with token registration, repurposing, re-enabling, and troubleshooting non-functioning tokens. The CSR distributes approved tokens by shipping them directly to requestors on behalf of institutions or organizations. They also support general Tier 1 help desk functions, including account lookup, sending verification codes, unlocks, and password reset emails/texts, while following FSA processes for user support, critical user information handling, and unique identifier management. The role includes providing one-time use backup codes when needed and escalating complex issues to higher-tier support as required.
Required Qualifications
- Strong customer service skills with a friendly and professional phone and email manner
- Ability to handle sensitive user information securely and maintain confidentiality
- Good attention to detail when processing token requests and shipping logistics
- Clear verbal and written communication skills
- Basic technical understanding of two-factor authentication and token management
- Ability to follow detailed procedures and document actions accurately
- Proficiency with email systems, ticketing tools, and standard office software
- Team player who can work efficiently during peak periods
- Flexibility to support core help desk hours (Monday–Friday) and occasional after-hours needs
- Problem-solving skills to troubleshoot common token and password issues quickly
About PingWind
PingWind is focused on delivering outstanding services to the federal government. We have extensive experience in the fields of cybersecurity, development, IT infrastructure, supply chain management and other professional services such as system design and continuous improvement. PingWind is an SBA certified Service-Disabled Veteran-Owned Small Business (SDVOSB) with offices in Northern Virginia and Huntsville AL.