Customer Service Representative (Token Support)

Location: Remote Required Clearance: Public Trust  Required Education: Associate's Degree Required Experience: 4 years Position 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. 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. Required Qualifications - Strong customer service skills w