Customer Service Representative, Token Support

PingWind Inc. (SDVOSB)

Token Support CSR providing Tier 1 token, authentication, and password-reset support for federal government IAM systems. Handling user requests, shipping tokens, and escalating complex access issues.

Posted 8/24/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $66,000 - $92,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing Tier 1 help desk support, particularly in token management and two-factor authentication, while ensuring secure handling of sensitive user information. Strong communication and problem-solving skills are essential for effectively assisting users and troubleshooting issues.

Highest-signal resume keywords

Public Trust ClearanceAssociate's Degree4 Years Of ExperienceCustomer Service SkillsTwo-Factor Authentication Knowledge

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Token ManagementPassword ResetAccount Access TroubleshootingAttention To DetailProblem-Solving Skills

Soft Skills

Clear CommunicationTeam PlayerProfessional Phone MannerFriendly Email Manner

Tools & Technologies

Email SystemsTicketing ToolsStandard Office Software

Certifications & Qualifications

Public Trust Clearance

Industry Keywords

FSA IAM SystemsTwo-Factor AuthenticationToken RegistrationUser Support Processes

About the role

Key responsibilities & impact

Provide Tier 1 help desk support focused on token-related issues and password resets for FSA IAM systems
Serve as the first point of contact for users needing assistance with hard tokens, two-factor authentication, password resets, and account access problems
Monitor and respond to requests sent to the FSA Security Architecture mailbox
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
Distribute approved tokens by shipping them directly to requestors on behalf of institutions or organizations
Perform general Tier 1 help desk functions, including account lookup, verification codes, unlocks, and password reset emails/texts
Follow FSA processes for user support, critical user information handling, and unique identifier management
Provide one-time use backup codes when needed
Escalate complex issues to higher-tier support as required

Requirements

What you’ll need

Public Trust clearance
Associate's Degree
4 years of experience
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

Benefits

Comp & perks

Eleven Federal Holidays
Paid Time Off accrued each pay period
Parental Leave
Three medical plan choices with generous employer contribution
Dental and Vision Insurance
Company paid Short-Term and Long-Term Disability
Company paid Life and AD&D Insurance
401k with competitive matching and vesting schedule
Continuing education assistance
Medical, Dependent Care and Commuter Flexible Spending Accounts
Employee Assistance Program
Wellness benefits include Calm Health app and WellHub gym subsidy (formerly GymPass)
529 College Savings Plan
Legal Insurance
Pet Insurance