Biometrics Services Specialist

We are on the front line of recruitment, enabling organizations to hire smarter and onboard faster. 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. 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. About First Advantage First Advantage (NASDAQ: FA) is a leading provider of global software and data in the HR technology industry. Enabled by proprietary technology and AI, First Advantage’s platforms, data, and APIs power comprehensive employment background screening, identity solutions, and verification services. Headquartered in Atlanta, GA, we have an internationally distributed workforce of about 10,000 employees spanning 17 countries. With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organizations to modernize their hiring and onboarding processes on a global scale. What You'll Do A successful Biometrics Services Support Representative will focus 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. 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. What You Will Need to be Successful: 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. Why Join Us at First Advantage? At First Advantage, team members are united around a noble purpose: helping organizations to safeguard their workplaces and manage risk. The company’s culture is shaped by its core values — Authenticity, Curiosity, Integrity, Teamwork, Customer-Inspired — empowering team members to bring their best ideas forward, collaborate across departments, and make a real impact. First Advantage offers a variety of culture programs and benefits designed to enhance employee experience and development. Employee Impact Groups FA Cares volunteer opportunities Mentorship Advantage Program SOAR, award-winning manager development program Additional benefits offered include: Ability to work remotely Medical, Vision, Dental, and supplementary benefit plans, including paid Parental Leave and Bereavement. 401k with an employer match and an Employee Stock Purchase Plan (ESPP). Competitive and flexible Paid Time Off (PTO) and 8 paid company holidays. Volunteer Time Off Policy (VTOP) up to 10 hours a year. What Are You Waiting For? Apply Today! 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 $21/hr . 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. We have great people here and are looking for more. Come join us! Follow us: Facebook Instagram LinkedIn X YouTube Equal Employment Opportunities at First Advantage 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.