Biometrics Services Support Representative (US Remote)

First Advantage

1d•Remote

About The Position

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.

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.
Flexible schedule.

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.