Customer Experience Specialist in Melbourne

We're a leading, global security authority that's disrupting our own category. Our encryption is trusted by major ecommerce brands, the world's largest companies, major cloud providers, entire country financial systems, and even down to surgically embedded pacemakers. We help companies put trust - an abstract idea - to work. That's 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 are important to our success.

What you will do

• Review applications for digital certificates and decide if an applicant is eligible to receive the certificate by evaluating information on the organization.
• 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.
• Utilize local knowledge of your supported country to mitigate risk while evaluating enrolments.
• Flag any suspicious applications with management.
• Assist customers with any queries regarding their application via chat, email, and phone.
• Work with the customer to ensure their applications meet 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.

Additional Responsibilities

• 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 Chinese (Mandarin is essential and Cantonese is beneficial).
• Excellent written and oral communication in native language and any language listed on CV (including English).
• Diploma or bachelor’s degree desirable, but not required.
• Experience in a policy/compliance role an advantage (banking, finance, fraud etc.).
• Detail oriented 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.
• 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

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

DigiCert offers a competitive benefits package for all of our full-time employees.