Customer Service Representative (Token Support)

Location: Remote

Salary: $66,000–$92,000 per year

Company

hirify.global delivers cybersecurity, development, IT infrastructure, supply chain management, system design, and continuous improvement services to the federal government.

What you will do

• Provide Tier 1 support for FSA IAM systems, focusing on hard tokens, two-factor authentication, password resets, and account access.
• Monitor the FSA Security Architecture mailbox and handle inbound user calls and emails.
• Process token requests, including initial and additional token issuance, registration, repurposing, re-enabling, and troubleshooting.
• Distribute approved tokens by shipping them to authorized requestors.
• Perform account lookups, send verification codes and password reset messages, unlock accounts, and provide backup codes.
• Document actions accurately, protect sensitive information, and escalate complex issues to higher-tier support.

Requirements

• Public Trust clearance required.
• Associate's degree and four years of experience required.
• Strong customer service skills with professional phone and email communication.
• Basic technical understanding of two-factor authentication and token management.
• Ability to handle confidential user information, follow detailed procedures, and maintain accurate documentation.
• Proficiency with email systems, ticketing tools, standard office software, and troubleshooting common token and password issues.

Culture & Benefits

• Remote, full-time position supporting core Monday–Friday help desk hours and occasional after-hours needs.
• Eleven federal holidays and paid time off accrued each pay period.
• Medical, dental, vision, life, disability, legal, pet, and flexible spending account benefits.
• Parental leave, continuing education assistance, employee assistance, wellness benefits, and a 529 college savings plan.
• 401(k) plan with competitive matching and a vesting schedule.