Remote Token Support Specialist (Tier 1 CSR)

Socket.dev; United States; Remote; USD 66,000 - 92,000; Full time

Benefits offered by this job

Eleven Federal Holidays

Paid Time Off

Parental Leave

Medical plan options

Job summary

PingWind is seeking a Token Support Customer Service Representative to provide Tier 1 help desk support focused on token issues and password resets for FSA IAM systems. The role handles hard tokens, TFA, and account access problems during core business hours from a remote location.

Requirements include 4 years of experience, an Associate's Degree, and strong communication skills. PingWind offers multiple medical plans, 401k matching, parental leave, and a broad benefits package to support

Qualifications

• Strong customer service mindset with a professional phone and email manner.
• Ability to handle sensitive user information securely and maintain confidentiality.
• Great 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 (Mon–Fri) and occasional after-hours needs.
• Strong problem-solving skills to troubleshoot token and password issues quickly.

Responsibilities

• Monitors and responds to requests for password resets and token-related assistance.
• Handles inbound calls and emails, processes token requests and registration, and assists with troubleshooting.
• Distributes approved tokens by shipping them to requestors on behalf of institutions or organizations.
• Provides general Tier 1 help desk support including account lookups, verification codes, unlocks, and password reset communications.
• Escalates complex issues to higher-tier support as required.

Skills

Customer service

Confidentiality

Attention to detail

Verbal and written communication

Two-factor authentication knowledge

Procedural documentation

Email and ticketing tools

Team player

Problem-solving

Education

Associate's Degree

Job description

PingWind is seeking a Token Support Customer Service Representative to provide Tier 1 help desk support focused on token issues and password resets for FSA IAM systems. The role handles hard tokens, TFA, and account access problems during core business hours from a remote location.

Requirements include 4 years of experience, an Associate's Degree, and strong communication skills. PingWind offers multiple medical plans, 401k matching, parental leave, and a broad benefits package to support