Associate Authentication Analyst

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.

We are in the market for a Associate Authentication Analyst with native, bi-lingual or business proficiency in English and Chinese.

As a Associate Authentication Analyst, you will be responsible for the evaluation of all documents or information received via approved independent resources, in order to ensure issuance of digital certificates and other security products while adhering to strict DigiCert Policies and Procedures. You will be required to follow our security procedures with the goal of enhancing the department's operational effectiveness such as improving issuance times and/or customer satisfaction while protecting the DigiCert brand as the world leader in online website security. In this role you are expected to work under full supervision.

**Responsibilities**:
Core job function centers on processing customer orders and evaluating the authenticity of enrolments

This is achieved by following policy guidelines, and showing due diligence and care while reviewing documentation and customer information

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 causing damage to the DigiCert brand

The Authentication Analyst ensures the following tasks are completed by following our policies and procedures

Determine if customer's company is a legitimate legal business entity by reviewing approved independent databases or verified/witnessed documents supplied by the customer

Determine if customer's company has legal right to use the internet domain name listed on the certificate signing request by reviewing approved independent databases or seeking the express permission from the domain owner.

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.

Utilise local knowledge of your supported country to mitigate risk while evaluating enrolments Issue the digital certificate or ensure a team member performs this task within policy guidelines.

**Provide World Class customer support**:
Work with the customer to ensure they fulfil our security requirements in order to issue the digital certificate

Respond to customer's enquiries regarding the status of their order via various ways of communication

Provide the customer with possible solutions to expedite issuance of their order within our Service Level Agreements.

Escalate unusual customer issues to management that cannot be resolved in a timely manner.

Understand DigiCert's product line

Promote and contribute towards teamwork and collaboration, contributing towards a positive work environment for the department.

Work with team to resolve customer issues.

Open to receiving and giving constructive feedback

Seeks assistance from management, Senior Authentication Specialists and Authentication Coordinators to resolve policy, process and procedural issues.

Actively participate in authentication projects and system implementation.

Must successfully pass Background Check to achieve and maintain trusted employee status.

**Additional Objectives and Responsibilities**:
The following is a list of the secondary job functions the authentication specialist may be expected to perform depending on his experience level.

Recommend procedures that strengthen security, maximize operational efficiencies and drive customer satisfaction.

Build relationships with our customers to ensure customer loyalty.

Ensure customer enquiries are handled according to Policy guidelines, while meeting our Service Level Agreements and department goals

**Qualifications & Experience**:
Diploma or Bachelor's degree desirable, but not required

Experience in a policy / compliance role an advantage (banking, finance, fraud etc.)

Proven experience in evaluating and mitigating risk

Excellent written and oral communication in native language and any language listed on CV (including English)

**Skills & Attributes**:
Strong interpersonal skills

Ability to multitask required

Strong decision making and problem solving skills is required

Open to change - ability to work in a fast paced, ever changing environment

Flexible around working hours

Customer service skills & dealing with difficult customers a bonus

Ability to perform under pressure to meet deadlines and targets

Ability to work