Primary Role and Responsibilities:
The following is a list of the core job functions the Associate Authentication Analyst (Contractor) is expected to perform and prioritize.
• Primary role is the validation (authentication and verification) of new and renewal customer enrollments to ensure the delivery of a trusted product
The Associate Authentication Analyst (Contractor) ensures the following tasks are completed by following our policies and procedures:
• Understand Client's Corporation SSL and Code Signing product lines.
• Responsible for 100% compliance of our validation procedures.
• Determine if customer s company is a legitimate legal business entity.
• Determine if customer s company has legal right to use the internet domain name listed on the certificate signing request.
• Verify via third party source(s) that customer s named contacts are employed at customer s company and/or have the legal right to request and/or administer the digital certificate.
• Verify that correct payment or payment authorization is received from customer.
• Issue the digital certificate or ensure a team member performs this task within 2 days.
• Respond to customer s inquiries regarding the status of their digital certificate and provide the customer with possible solutions to expedite issuance of their order within our Service Level Agreements.
Provide World Class customer support:
• Ensure customer inquiries via phone, chat and or email are handled according to Service Level Agreements and department goals.
• Assist with customer issues to identify solutions and clearly recommend the appropriate course of action.
• Achieve and maintain high levels of customer satisfaction.
• Provide superior quality customer service and build relationship with our customers to ensure customer loyalty.
• Promote teamwork and a positive work environment for the department. Seeks assistance from management, SR. Authentication Analysts and
• Authentication Analysts to resolve policy, process and procedural issues.
• Must successfully pass background check to achieve and maintain trusted employee status.
• Actively participate in authentication projects and system implementation as needed.
Additional Objectives and Responsibilities:
The following is a list of the secondary job functions the Associate Authentication Analyst (Contractor) may be expected to perform depending on their experience level.
• Process emails and review documents.
• Recommend procedures that maximize operational efficiencies and customer satisfaction.
• Actively utilize internal Knowledge Base to resolve customer and internal inquires.
• Demonstrate ability to accurately gather information and document customer issues through the CRM tool.
• Actively support achievement of team goals, objectives and compliance with contractual service level agreements (SLA).
Skills:
• Basic knowledge of PKI and SSL technology.
• Follow standard validation processes and procedures.
• Strict attention to detail and accuracy.
• Strong problem solving, analytical, and critical thinking skills.
• Ability to multi-task.
• Quickly adapt to new technology and terminology.
• Strong interpersonal skills.
• Be proactive, self-directed, detailed, and organized.
• Strong ability to overcome external pressure that could compromise our validation procedures. Ability to support across one or more brands (Client's, Thawte, Geotrust).
• Customer-focused and can demonstrate mastery of customer service skills while addressing customer concerns.
• Ability to work individually as well as in a team environment
• Excellent written and oral communication skills.
• Possess a positive attitude and outlook.
• Proficient using Sales Force, Oracle Instant Service (or similar online Chat service), Microsoft Office Outlook, Excel, Word,
and PowerPoint.
• Position requires Spanish language skills at a business level in addition to English (written, reading, verbal) which will be tested during interview process.
Education:
Experience/Education:
• Associate s degree/vocational school training or equivalent job experience strongly preferred.
• A minimum of one year experience in a direct customer support role.
• Preference may be given to candidates with prior customer support experience in any industry, which comply with strict policies and regulations.
The following is a list of the core job functions the Associate Authentication Analyst (Contractor) is expected to perform and prioritize.
• Primary role is the validation (authentication and verification) of new and renewal customer enrollments to ensure the delivery of a trusted product
The Associate Authentication Analyst (Contractor) ensures the following tasks are completed by following our policies and procedures:
• Understand Client's Corporation SSL and Code Signing product lines.
• Responsible for 100% compliance of our validation procedures.
• Determine if customer s company is a legitimate legal business entity.
• Determine if customer s company has legal right to use the internet domain name listed on the certificate signing request.
• Verify via third party source(s) that customer s named contacts are employed at customer s company and/or have the legal right to request and/or administer the digital certificate.
• Verify that correct payment or payment authorization is received from customer.
• Issue the digital certificate or ensure a team member performs this task within 2 days.
• Respond to customer s inquiries regarding the status of their digital certificate and provide the customer with possible solutions to expedite issuance of their order within our Service Level Agreements.
Provide World Class customer support:
• Ensure customer inquiries via phone, chat and or email are handled according to Service Level Agreements and department goals.
• Assist with customer issues to identify solutions and clearly recommend the appropriate course of action.
• Achieve and maintain high levels of customer satisfaction.
• Provide superior quality customer service and build relationship with our customers to ensure customer loyalty.
• Promote teamwork and a positive work environment for the department. Seeks assistance from management, SR. Authentication Analysts and
• Authentication Analysts to resolve policy, process and procedural issues.
• Must successfully pass background check to achieve and maintain trusted employee status.
• Actively participate in authentication projects and system implementation as needed.
Additional Objectives and Responsibilities:
The following is a list of the secondary job functions the Associate Authentication Analyst (Contractor) may be expected to perform depending on their experience level.
• Process emails and review documents.
• Recommend procedures that maximize operational efficiencies and customer satisfaction.
• Actively utilize internal Knowledge Base to resolve customer and internal inquires.
• Demonstrate ability to accurately gather information and document customer issues through the CRM tool.
• Actively support achievement of team goals, objectives and compliance with contractual service level agreements (SLA).
Skills:
• Basic knowledge of PKI and SSL technology.
• Follow standard validation processes and procedures.
• Strict attention to detail and accuracy.
• Strong problem solving, analytical, and critical thinking skills.
• Ability to multi-task.
• Quickly adapt to new technology and terminology.
• Strong interpersonal skills.
• Be proactive, self-directed, detailed, and organized.
• Strong ability to overcome external pressure that could compromise our validation procedures. Ability to support across one or more brands (Client's, Thawte, Geotrust).
• Customer-focused and can demonstrate mastery of customer service skills while addressing customer concerns.
• Ability to work individually as well as in a team environment
• Excellent written and oral communication skills.
• Possess a positive attitude and outlook.
• Proficient using Sales Force, Oracle Instant Service (or similar online Chat service), Microsoft Office Outlook, Excel, Word,
and PowerPoint.
• Position requires Spanish language skills at a business level in addition to English (written, reading, verbal) which will be tested during interview process.
Education:
Experience/Education:
• Associate s degree/vocational school training or equivalent job experience strongly preferred.
• A minimum of one year experience in a direct customer support role.
• Preference may be given to candidates with prior customer support experience in any industry, which comply with strict policies and regulations.