Customer Service Representative (Token Support)

Remotefull timeRemote

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mid

$66k–$92k

H1B: no

Pingwind Token Support Customer Service Representative at Pingwind providing Tier 1 help desk support for token-related issues and password resets for FSA IAM systems. Acts as first point of contact for users needing assistance with hard tokens, two-factor authentication, and account access.

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.

Qualification

Proficiency with email systemswww

Required

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
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.
www.PingWind.com