Customer Service Representative (Token Support)

📋 Description

• Provide Tier 1 customer support for token-related issues via phone and email.
• Monitor security mailbox for requests and ensure timely resolution.
• Process hard token requests and troubleshooting for registration, repurposing, and re-enabling.
• Coordinate secure shipment of approved hard tokens to authorized requestors.
• Perform account lookups, verification codes, unlocks, and password reset actions.
• Provide one-time backup codes and assist with authentication issues.

🎯 Requirements

• Associate’s degree or equivalent relevant education and experience.
• 4+ years of relevant professional experience in customer service, technical support, help desk
• Strong customer service, verbal and written communication skills.
• Ability to securely handle sensitive information and follow confidentiality requirements.
• Basic technical understanding of two-factor authentication, hard tokens, password management, and
• Excellent documentation, organization, and attention to detail; able to prioritize tasks.

🎁 Benefits

• Competitive salary range of $66,000–$92,000 USD, based on responsibilities and experience.
• Eleven federal holidays; paid time off; paid parental leave.
• Medical, dental, and vision insurance; disability and life insurance.
• 401(k) with employer matching; continuing education assistance.
• Wellness benefits and college savings plan; dependent care and commuter benefits.