Customer Service Specialist

at DigiCert
Melbourne

ABOUT DIGICERT

We’re a leading, global security authority that’s disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world’s largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to little things like surgically embedded pacemakers. We help companies put trust—an abstract idea—to work. That’s digital trust for the real world.

ABOUT DIGICERT

DigiCert is a leading provider of scalable security solutions for a connected world. The most innovative companies, including the Global 2000, choose DigiCert for its expertise in identity and encryption for web servers and Internet of Things devices. DigiCert supports SSL/TLS and other digital certificates for PKI deployments at any scale through its certificate lifecycle management platform, Central®. The company has been recognized with dozens of awards for its enterprise-grade management platform, fast and knowledgeable customer support, and market-leading growth.

WHATS IN IT FOR YOU

Private Health Insurance
Employee Assistance Program
Education Support Program
Headspace membership
Novated Leasing
Gym Allowance
Life Insurance
Disability Insurance
Sabbatical
Moving Leave
Study Leave
Paid Maternity/Paternity Leave
Flexible/Hybrid work environment

**Prime Responsibilities**:
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

Determine if customer's company is a legitimate legal business entity
Determine if customer's company has the legal right to use the internet domain name listed on the certificate signing request.
Verify that a customer's named contacts are employed at customer's company and/or have the legal right to request and/or administer the digital certificate.
Utilise local knowledge of your supported country to mitigate risk while evaluating enrolments.
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

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 DigiCert’s products and customer portals.

**Additional Responsibilities**:
To help enhance the team’s 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 up issues which impact customer satisfaction
Assist with mentoring new team members
Share your knowledge with the team

**Qualifications & Experience**:
**Fluent in English PLUS the following language**: Vietnamese
Excellent written and oral communication in native language and any language listed on CV (including English)
Customer service experience
Diploma or bachelor’s degree desirable, but not required
Experience in a policy / compliance role an advantage (banking, finance, fraud etc.)

**Skills & Attributes**:
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 problem-solving 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