Customer Service Representative (Token Support)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Service Representative (Token Support) based in United States. This role provides frontline Tier 1 help desk support for users experiencing token, authentication, password, and account-access issues. You will serve as a key point of contact for requests involving hard tokens and two-factor authentication across federal identity and access management systems. The position combines customer service, technical troubleshooting, secure information handling, and careful administrative processing. You will respond to phone and email requests, resolve common access issues, and ensure token requests are processed accurately and efficiently. The role also involves shipping approved tokens, documenting support activities, and escalating more complex issues to higher-tier teams. Success requires a professional customer-first approach, strong attention to detail, and the ability to follow established procedures in a security-conscious environment. This is a remote opportunity supporting mission-critical federal services during core Monday–Friday help desk hours, with occasional after-hours support as needed. Provide Tier 1 customer support for token-related issues, password resets, two-factor authentication, and account-access problems through phone and email channels. Monitor and respond to requests submitted through the designated security architecture support mailbox, ensuring timely and accurate resolution. Process requests for initial and additional hard tokens, including registration, repurposing, re-enabling, and troubleshooting of non-functioning tokens. Distribute approved hard tokens by coordinating and completing secure shipment directly to authorized requestors. Perform account lookups, send verification codes, process account unlocks, and issue password reset emails or text messages in accordance with established procedures. Provide one-time-use backup codes when required and assist users with common authentication and access issues. Safeguard sensitive user information and follow established requirements for handling critical information and unique identifiers. Accurately document support interactions, token requests, troubleshooting steps, and completed actions within applicable systems. Identify issues that cannot be resolved at Tier 1 and escalate them appropriately to higher-level technical support. Maintain a professional, friendly, and responsive customer experience while managing multiple requests and periods of high support volume. Follow established federal help desk processes, security procedures, and operational guidelines consistently. Support core Monday–Friday help desk hours and provide occasional after-hours assistance when required. Requirements: Associate’s degree or equivalent relevant education and experience. 4+ years of relevant professional experience, preferably in customer service, technical support, help desk operations, or a security-focused environment. Strong customer service skills with a friendly, professional, and patient approach across phone and email interactions. Ability to securely handle sensitive user information and maintain strict confidentiality. Basic technical understanding of two-factor authentication, hard tokens, password management, and account-access processes. Strong verbal and written communication skills with the ability to explain technical procedures clearly to users. Excellent attention to detail when processing authentication requests, maintaining records, and coordinating token shipments. Ability to follow detailed procedures and accurately document actions and outcomes. Familiarity with email platforms, ticketing systems, standard office software, and basic help desk tools. Strong problem-solving and troubleshooting skills, with the ability to resolve common token and password issues efficiently. Ability to work collaboratively as p