Associate Authentication Analyst
Associate Authentication Analyst
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Job Description
Who we are
Were a leading global security authority thats disrupting our own category. Our encryption is trusted by the major ecommerce brands the worlds largest companies the major cloud providers entire country financial systems entire internets of things and even down to the little things like surgically embedded pacemakers. We help companies put trust an abstract idea to work. Thats digital trust for the real world.
Job summary
The Customer Authentication department is responsible for conducting due diligence on customers applying for SSL and Code Signing digital certificates to secure websites and applications. Due to the critical nature of the business we provide 24x7 support in a follow the sun arrangement. The Melbourne team primarily supports Asia Pacific but assists customers from all regions. In this environment teamwork and collaboration is important to our success.
What you will do
To work in CAS in DigiCert you are required to pass an extended background check which will be carried out throughout your tenure in the company to ensure you maintain our required trusted employee status.
The Customer Service Specialist has two key areas of responsibility: customer authentication and customer service.
- Customer Authentication
- Review applications for digital certificates and decide if an applicant is eligible to receive the certificate by evaluating information on the organization. This is achieved by following policy guidelines and showing due diligence and care while reviewing documentation and customer information
- Determine if customers company is a legitimate legal business entity
- Determine if customers company has the legal right to use the internet domain name listed on the certificate signing request
- Verify that a customers named contacts are employed at customers company and/or have the legal right to request and/or administer the digital certificate
- Utilize local knowledge of your supported country to mitigate risk while evaluating enrolments
- Flag any suspicious applications with management
- Failure to follow policy guidelines and due care while processing may result in a breach in security which may result in facilitating fraudulent activity on a customers website and cause damage to the DigiCert brand
- Customer Service
- Assist customers with any queries regarding their application via chat email and phone
- Work with the customer to ensure their applications meets our security requirements and find solutions when problems arise that delay issuance
- Seek assistance from management and senior team members to resolve policy process and system issues
- Build relationships with our customers to ensure customer loyalty
- To best assist customers develop a strong knowledge of DigiCerts products and customer portals
Additional Responsibilities
To help enhance the teams operational effectiveness and customer satisfaction the team is encouraged to:
- Participate in projects and system implementations
- Continually look for ways to improve our operational effectiveness including researching databases to assist us verify information
- Be the voice of the customer and raise issues which impact customer satisfaction
- Assist with mentoring new team members
- Share your knowledge with the team
What you will have
- Fluent in English and Korean
- Excellent written and oral communication in native language and any language listed on CV (including English)
- Customer service experience
- Diploma or bachelors degree desirable but not required
- Experience in a policy / compliance role an advantage (banking finance fraud etc.)
Nice to have
- Detail orientated and high level of accuracy
- Strong PC skills and fast typing speed
- Ability to multitask
- Fast learner who is keen to continue learning and developing
- Good interpersonal skills
- Open to receiving and giving constructive feedback
- Strong decision making and problemsolving skills is required
- Open to change ability to work in a fast paced changing environment
- Ability to perform under pressure to meet deadlines and targets
- Ability to work as part of a team but also as a sole contributor within a team structure
Benefits
- Generous time off policies
- Top shelf benefits
- Education wellness and lifestyle support
#LISD1
Required Experience:
IC
Employment Type
Full Time
