Biometrics Services Support Representative (US Remote)

First Advantage Global operating Centre; United States; Remote; USD 35,000 - 44,000; Full time

Benefits offered by this job

Remote work allowed

Job summary

First Advantage Biometrics is seeking a remote Tier 1 Support specialist to assist users of biometrics kiosks and provide frontline assistance for fingerprinting and identity services.

You will handle a high volume of inbound calls, document customer needs, and guide users through basic technical steps. Strong communication and reliability are essential; training will be provided for CRM tools and procedures.

Qualifications

• US citizens living in the United States.
• Have lived in the United States for at least 3 of the last 5 years.
• Experience in customer service, preferably phone-based.

Responsibilities

• Handle approximately 35-50 inbound phone calls per day.
• Take concise, accurate notes on customer needs and experiences.
• Recommend appropriate fingerprinting or identity services for caller’s requirements.
• Provide Tier 1 (basic) technical support to users of the biometrics kiosks.
• Use provided tools to submit technical support requests to Tier 2 and 3 groups.

Skills

Phone-based support

Written & verbal communication

Remote work readiness

Flexible schedule

Education

High school diploma or equivalent

Tools

Zendesk

Salesforce

Job description

At First Advantage, people are at the heart of everything we do. This mindset spans from our customers and partners, to our greatest strength: our team members. Join us if you want to say “hello” to a rewarding career, and pave the way as an industry leader in mission‑critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

First Advantage Biometrics is part of the First Advantage family, focusing on the support of end users of the First Advantage Biometrics network (customers, clients, and on‑site operators/technicians) who use this network for biometrics collection, primarily fingerprints and identity document verification. First Advantage Biometrics is an FBI channeler, supporting collection of fingerprints for the FBI, FINRA, SWFT, ATF, and state‑level licensing requirements. We support over 800 biometric capture locations throughout the United States, Monday through Saturday.

Our team provides both general support and Tier 1 technical support of the kiosks used to collect user information. This position does not involve any sales, cold calls, or collections duties.

Who We Are

We are on the frontline of the Great Onboarding, empowering organizations to Hire Smarter. Onboard Faster™. First Advantage (Nasdaq: FA) is an HR Tech company that delivers innovative solutions and insights to enable our clients to manage risk and hire the best talent. Leveraging an advanced global technology platform, First Advantage builds fully scalable, configurable screening programs that meet the unique needs of over 33,000 clients across the world. Headquartered in Atlanta, GA and with a globally distributed workforce spanning 28 locations with 5,500+ employees, First Advantage performs over 93 million screens in over 200 countries and territories annually.

Who You Are

• Per FBI requirements, all First Advantage Biometrics team members must be:
  • US Citizens living in the United States
  • Have lived in the United States for at least 3 of the last 5 years
• Requires a high school diploma or equivalent.
• At least 1-3 years of experience in customer service, preferably phone‑based.
• Strong written/verbal communications skills.
• Ability to work remotely, including secure internet connection and a quiet environment. Equipment will be provided.
• Experience using Zendesk, Salesforce, or another CRM tool a plus.
• Prior technical support experience a plus.
• Flexible schedule.

What You’ll Do

• Handle approximately 35-50 inbound phone calls per day.
• Take concise, accurate notes on customer needs and experiences.
• Recommend appropriate fingerprinting or identity services for caller’s requirements.
• Provide Tier 1 (basic) technical support to users of the First Advantage Biometrics kiosks.
• Use provided tools to submit technical support requests to Tier 2 and 3 technical support groups.

Why First Advantage is Your Next Big Career Move

First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best‑in‑class user experiences, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact.

More About Our Values Code

• Honor Honesty, Consistency, Responsibility: Do the right thing
• Cultivate an environment of dignity: Show respect for the individual
• Take an Outside‑In approach: Put the client first
• Think out‑of‑the‑box: Innovate and create
• Stay Team‑Oriented: Collaborate and appreciate each other
  The salary range for this position is approximately $35K-$44K base annually. This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.