The Role
The Biometrics Services Support Representative handles inbound calls, provides basic technical support for biometric kiosks, and records customer interactions.
Summary Generated by Built In
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.
Who We Are
We are on the frontline of the Great Onboarding, empowering organizations to Hire Smarter. Onboard Faster™. First Advantage (Nasdaq: FA) is an HR Tech company that delivers innovative solutions and insights to enable our clients to manage risk and hire the best talent. Leveraging an advanced global technology platform, First Advantage builds fully scalable, configurable screening programs that meet the unique needs of over 33,000 clients across the world. Headquartered in Atlanta, GA and with a globally distributed workforce spanning 28 locations with 5,500+ employees, First Advantage performs over 93 million screens in over 200 countries and territories annually.
Who You Are
What You'll Do
Why First Advantage is Your Next Big Career Move
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.
More About Our Values Code
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 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.
Who We Are
We are on the frontline of the Great Onboarding, empowering organizations to Hire Smarter. Onboard Faster™. First Advantage (Nasdaq: FA) is an HR Tech company that delivers innovative solutions and insights to enable our clients to manage risk and hire the best talent. Leveraging an advanced global technology platform, First Advantage builds fully scalable, configurable screening programs that meet the unique needs of over 33,000 clients across the world. Headquartered in Atlanta, GA and with a globally distributed workforce spanning 28 locations with 5,500+ employees, First Advantage performs over 93 million screens in over 200 countries and territories annually.
Who You Are
- 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.
What You'll Do
- 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.
Why First Advantage is Your Next Big Career Move
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.
More About Our Values Code
- 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
Skills Required
- High school diploma or equivalent
- 1-3 years of customer service experience
- Strong written and verbal communication skills
- Ability to work remotely with secure internet
- Experience using Zendesk or Salesforce
- Prior technical support experience
First Advantage Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about First Advantage and has not been reviewed or approved by First Advantage.
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Retirement Support — A retirement plan is consistently described as part of the core package, including a 401(k) with an employer match and match levels that can be competitive. An Employee Stock Purchase Plan is also referenced alongside retirement, adding another long-term savings vehicle in some regions.
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Leave & Time Off Breadth — Time off is positioned as a meaningful strength, with generous vacation/holiday coverage and policies that can be flexible depending on employee type. Flexible Time Off for salaried roles, accrual-based PTO for hourly roles, and Volunteer Time Off are all cited as available in the broader package.
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Healthcare Strength — Medical coverage appears anchored in a mainstream national network, with Aetna-administered options referenced and broad provider acceptance highlighted. Overall medical coverage is framed as fairly good to very good in quality, even if the exact plan design varies by state and year.
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The Company
What We Do
First Advantage delivers comprehensive background check solutions and insights that enable employers and housing providers to make confident choices, reduce risk, and maintain compliance. With offices in 26 locations and a staff of 4,000+ employees, First Advantage leverages leading technology and the industry’s largest global capabilities to complete background checks in 200+ countries and territories. If you’re looking for employee or tenant background check solutions that enable fast and reliable decision making, we’re your First Advantage. For more detailed information on First Advantage products and services, visit fadv.com.
