Customer Service Representative (Token Support)
Core
Tier 1 help desk support for token-related issues, password resets, and account access problems for FSA IAM systems.
Role type
Tier 1 Customer Service Representative (Token Support)
Builds
Secure token distribution and user account access restoration
Domain
Federal Government IT Security / Identity and Access Management
Deliverable
client delivery
Required skills
customer service, secure information handling, attention to detail, verbal and written communication, basic technical understanding of 2FA, procedural compliance, ticketing tools proficiency, problem-solving
Preferred skills
none stated
Technologies
email systems, ticketing tools
Responsibilities
Monitor and respond to token and password reset requests via email and phone, process hard token requests and shipping logistics, assist with token registration and troubleshooting, provide one-time backup codes, escalate complex issues to higher-tier support
Seniority
Mid-level, hands-on IC
