Customer Service Representative (Token Support)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Service Representative (Token Support) based in United States. This role provides frontline Tier 1 help desk support for users experiencing token, authentication, password, and account-access issues. You will serve as a key point of contact for requests involving hard tokens and two-factor authentication across federal identity and access management systems. The position combines customer service, technical troubleshooting, secure information handling, and careful administrative processing. You will respond to phone and email requests, resolve common access issues, and ensure token requests are processed accurately and efficiently. The role also involves shipping approved tokens, documenting support activities, and escalating more complex issues to higher-tier teams. Success requires a professional customer-first approach, strong attention to detail, and the ability to follow established procedures in a security-conscious environment. This is a remote opportunity supporting mission-critical federal services during core Monday–Friday help desk hours, with occasional after-hours support as needed.