[Hiring] Customer Service Representative @PingWind

Role 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.

• Monitors and responds to requests sent to the FSA Security Architecture mailbox for password resets and token-related assistance.
• Handles inbound calls and emails from users.
• Processes requests for initial or additional hard tokens.
• Assists with token registration, repurposing, re-enabling, and troubleshooting non-functioning tokens.
• Distributes approved tokens by shipping them directly to requestors on behalf of institutions or organizations.
• Supports general Tier 1 help desk functions, including account lookup, sending verification codes, unlocks, and password reset emails/texts.
• Follows FSA processes for user support, critical user information handling, and unique identifier management.
• Provides one-time use backup codes when needed.
• Escalates complex issues to higher-tier support as 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.

Benefits

• Eleven Federal Holidays.
• Paid Time Off accrued each pay period.
• Parental Leave.
• Three medical plan choices with generous employer contribution.
• Dental and Vision Insurance.
• Company paid Short-Term and Long-Term Disability.
• Company paid Life and AD&D Insurance.
• 401k with competitive matching and vesting schedule.
• Continuing education assistance.
• Medical, Dependent Care and Commuter Flexible Spending Accounts.
• Employee Assistance Program.
• Wellness benefits include Calm Health app and WellHub gym subsidy (formerly GymPass).
• 529 College Savings Plan.
• Legal Insurance.
• Pet Insurance.