Location
Chennai | India
Job description
This position is responsible for the day-to-day handling of validation phone calls and tickets/e-mails of Sectigo s customer base. Responsibilities will include working closely with Sectigo s customer base and internal clients, aiding with verification of their SSL certificates by researching customer organizations and verifying organization contact details online, as well as answering pre-sales and customer inquiries via phone, email, and live chat. Responsibilities:
- Handle day-to-day activities associated with maintaining Sectigo s customer base.
- Provide superior customer service and assistance with verification of their SSL certificates.
- Process OV and EV, email, document and code signing certificates.
- Research, diagnose, troubleshoot, and identify solutions to resolve reported issues; escalate issues to Validation Specialist, Level 2 when needed.
- Follow standard procedures for proper escalation of unresolved issues to Shift Lead / Team Lead or to the appropriate internal teams.
- Assist customers with the verification of organizational details and contact information.
- Research customer organizations and verify organization contact details online.
- Independently resolve customer support issues and escalate cases when appropriate.
- Answer and customer validation inquiries via phone, email, and live chat.
- Additional responsibilities and special projects as assigned.
Qualifications:
Education
- Bachelor s or college degree in business and/or technical related field or equivalent experience.
Experience
- 2-4+ years of customer support / help desk experience.
- Ability to work with in-house validation and order management tools.
- Knowledge of Windows and Office products
- Experience with information security products. (antivirus, spamfilter, email encryption, etc.)
Skills and Abilities:
- Computer literacy skills must include the use of e-mail, databases, and word processing applications.
- Strong communication and organization skills, with attention to detail and must be able to multi-task.
- Superior customer service and phone mannerism is required to handle the support of Sectigo s customer base.
- Must be comfortable working on a computer daily and conversing over the phone and through email.
- Must be comfortable researching information online.
- Self-motivated with ability to problem solve, manage time well and get things done.
- Ability to work independently and part of a team with limited supervision.
- Some shift work and/or off-hours required.
- Knowledge of SSL PKI products and services, including policies and procedures preferred.
- Possess qualities such as integrity, fair mindedness, and a persuasive, congenial personality.
- Excellent verbal and written communication skills.
- Quick learner, attention to detail and patience for user questions
- Knowledge of corporate environment.
- Must have the ability to thrive in a mature enterprise environment while applying existing skill sets and training to increase knowledge base.
- Must be able to work shift work Monday through Friday including holidays or as assigned.
Job tags
Salary
