Customer Service Representative

Job Summary

Providing Tier 1 help desk support for token-related issues, the full-time Customer Service Representative will assist users with password resets and two-factor authentication in a remote setting while ensuring timely and accurate assistance during core business hours.

Key responsibilities

• Monitor and respond to requests for password resets and token-related assistance via email and phone
• Process requests for hard tokens, assist with token registration, and troubleshoot non-functioning tokens
• Support general help desk functions, including account lookups and sending verification codes, while adhering to FSA processes

Required qualifications

• Associate's Degree and at least 4 years of relevant experience
• Strong customer service skills with a professional demeanor in communications
• Basic technical understanding of two-factor authentication and token management
• Ability to handle sensitive user information securely and maintain confidentiality
• Proficiency with email systems and ticketing tools