Customer Service Representative (Token Support)

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.

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.

- 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