Biometrics Services Specialist

First Advantage•Portland, OR

9d•Remote

About The Position

At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness. Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands. We are seeking a remote based Biometrics Services Support Representative. Our Biometrics team 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. This role is 100% work from home role within the United States.

Requirements

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.

Nice To Haves

Experience using Zendesk, Salesforce, or another CRM tool a plus.
Prior technical support experience a plus.

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 First Advantage Biometrics kiosks.
Use provided tools to submit technical support requests to Tier 2 and 3 technical support groups.