Biometrics Service Specialist

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.

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.

• 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.

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 experience, 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.

• Ability to work remotely with occasional business travel.
• Medical, Vision, Dental, and supplementary benefit plans
• 401k with an employer match, and an Employee Stock Purchase Plan (ESPP)
• Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays
• Access to tech and growth opportunities, and leaders who want you to succeed!

• Professional development opportunities, such as our award-winning SOAR program
• Generous Paid Time Off Program*
• Volunteer Time Off (VTO) Policy to encourage involvement in philanthropic activities*
• Competitive benefits (medical, dental, etc.)*
• Global Employee Assistance Program (EAP) available to all team members
• Opportunities to connect with colleagues across six Employee Impact Groups and participate in Employee Experience events throughout the year
• * Must meet hourly work requirement to be eligible

First Advantage is an equal opportunity employer.

We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation.

Employment decisions at First Advantage are based solely on qualifications, merit, and business needs.

We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.

The salary for this position is approximately $21.00 USD per hour.