Customer Service Representative, Token Support

🕒 August 24

🇺🇸 United States – Remote

💵 $66k - $92k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 21%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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PingWind Inc. (SDVOSB)

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

PingWind Inc. is an SBA certified Service Disabled Veteran Owned Small Business (SDVOSB) that specializes in providing mission-critical services for Federal Government partners. The company's core capabilities include cybersecurity and information assurance, IT infrastructure optimization and management of cloud-based platforms, and supply chain and management consulting. By utilizing leading-edge technology and best practices, PingWind helps clients secure information, modernize systems, and optimize performance to achieve maximum efficiency. Based in Annandale, VA, PingWind supports more than 250 employees across 37 states.

📋 Description

• 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

• 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

• 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