Biometrics Services Support Representative; US Remote

Overview

At First Advantage, people are at the heart of everything we do. This mindset spans from our customers and partners, to our greatest strength: our team members. Join us if you want to say “hello” to a rewarding career, and pave the way as an industry leader in mission‑critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

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.

• Per FBI requirements, all First Advantage Biometrics team members must be:
  • 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.
• Experience using Zendesk, Salesforce, or another CRM tool a plus.
• Prior technical support experience a plus.
• Flexible schedule.

• 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.

First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best‑in‑class user experiences, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact.

• Honor Honesty, Consistency, Responsibility:
  Do the right thing
• Cultivate an environment of dignity:
  Show respect for the individual
• Take an Outside‑In approach:
  Put the client first
• Think out‑of‑the‑box:
  Innovate and create
• Stay Team‑Oriented:
  Collaborate and appreciate each other

You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now!

The salary range for this position is approximately $35K‑$44K base annually. This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process.

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer.

We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.