{"id":1927740,"url":"https://alion.io/job/gen-digital-customer-support-representative-identity-theft","title":"Customer Support Representative – Identity Theft","company":{"id":3431,"name":"Gen Digital","domain":"gendigital.com","url":"https://alion.io/company/gendigital","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":78,"open_postings":23,"ghost_share":0,"stale_share":0.652,"repost_share":0.043,"time_to_fill_p50_days":60,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tempe, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-05T19:12:19Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-13T05:36:48Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"About Gen:\nGen is a global company dedicated to powering Digital Freedom through its trusted consumer brands including Norton, Avast, LifeLock, MoneyLion and more. Our combined heritage is rooted in financial empowerment and cyber safety for the first digital generations, and today we deliver award-winning cybersecurity, online privacy, identity protection and financial wellness solutions to nearly 500 million users in more than 150 countries.\nTogether, we share a collective passion and vision to protect consumers and help them grow, manage and secure their digital and financial lives. We’re always looking for smart, fearless and high-impact talent who see AI as a teammate - leveraging it to move faster and deliver meaningful results. When you’re part of Gen, you’ll have the flexibility, tools and support to do your best work and grow your career - from flexible working options and time off to competitive pay, benefits and well-being programs.\nAt Gen, we are scrappy and relentlessly customer driven. We create room for healthy debate, experimentation and continuous learning, and we seek out people with different experiences, identities and ideas to join our team. You’ll work with people who back each other, respect each other and understand that our differences are a competitive advantage. If this sounds like you, we’d love you to be part of Gen.\nAbout the Role\nThe Alerts Agent is responsible for supporting members who are affected by potential identity theft through timely, accurate case handling, queue management, and member support. This role focuses on delivering high-quality service, following established processes, and documenting work thoroughly in a fast-paced environment.\nThis position is suited for someone who has excellent critical thinking skills, can manage assigned work efficiently, deliver a strong member experience, apply sound judgment within guidelines, and contribute to overall team performance through consistency, quality, and accountability.\nKey Responsibilities:\nManage and work assigned alerts-related cases and queues in a timely, accurate, and quality-focused manner while meeting established service expectations.\n\nAssist members through inbound and outbound support activities related to alerts and mediations.\n\nComplete work in accordance with approved procedures, service expectations, and company performance guidelines.\n\nDemonstrate strong attention to detail, sound problem-solving, and good judgment when reviewing cases and identifying next steps.\n\nMaintain accurate case documentation within approved systems.\n\nDeliver a high standard of customer service, responsiveness, accuracy, and\nthoroughness.\n\nBuild effective working relationships with internal teams, merchants, vendors, and other\nthird parties as needed to support resolution.\n\nMaintain knowledge of relevant policies, procedures, industry trends, and identity\nprotection or cybersecurity-related threats.\n\nParticipate in special projects or additional work assignments as directed by management.\n\nFollow all information security, privacy, and confidentiality requirements.\n\nAbout You:\n Self-motivated and able to manage multiple responsibilities independently.\n\n Strong verbal and written communication skills.\n\n Strong organizational and time-management skills.\n\n Strong active listening skills and attention to detail in resolving member needs.\n\n Ability to follow clearly defined processes and work effectively within guidelines.\n\n Maintain strict confidentiality and uphold the highest privacy and security standards.\n\nSkills and Experience:\nProficiency with Microsoft Office Suite\n\nExperience with Salesforce CRM or similar platform preferred.\n\n1+ years of related customer service or call center experience preferred; relevant fraud, identity protection, or case management experience is a plus.\n\nEducation:\n High School Diploma or equivalent\n\n FCRA Certification a plus\n\nWhat’s Next:\nAfter you submit your application, you can expect the following steps in the recruitment process:\nTA Call\n\nIn person Joint Interview\n\nFollow Up","description_format":"text","description_chars":4072,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Flexible schedule"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Identity Management","Endpoint Security","Consumer & Utility Software"],"lifecycle":[{"event":"open","at":"2026-10-05T20:45:57Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 79 · green card filings: 10","filings_12m":79,"filings_prev_12m":54,"green_card_filings_12m":10,"median_offered_wage_usd":158624,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":7,"expected_fill_days":60,"reasons":["conf:0","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/gen-digital-customer-support-representative-identity-theft","json_url":"https://alion.io/job/gen-digital-customer-support-representative-identity-theft.json","meta":{"generated_at":"2026-10-13T08:18:18Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12276,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3431},"rest":"https://alion.io/mcp/rest/get_company?id=3431"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgen-digital-customer-support-representative-identity-theft"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgen-digital-customer-support-representative-identity-theft"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgen-digital-customer-support-representative-identity-theft"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/gen-digital-customer-support-representative-identity-theft\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgen-digital-customer-support-representative-identity-theft"}]}