Associate Authentication Analyst

**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.

**JOB DESCRIPTION**

The Associate Authentication Analyst will be responsible for the evaluation of all documents or information received via approved independent resources, 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 order 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.

**WHAT YOU WILL DO**:

- The following is a list of the core job functions the Associate Authentication Specialist is expected to perform and prioritize.
- Core job function centers on processing customer orders and evaluating the authenticity of enrollments
- 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
- 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.
- Utilize local knowledge of your supported country to mitigate risk while evaluating enrollments
- 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 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**:

- 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

**WHAT YOU WILL HAVE**:

- 2 Year Customer Service Experience which includes:

- Inbound/Outbound Calls Experience
- Inbound Chats Experience
- Professional Written English ability
- Diploma or Bachelor's degree desirable
- Experience in a policy / compliance role an advantage (banking, finance, fraud etc.)
- Proven experience in evaluating and mitigating risk
- Flexible around working hours

**Technical Skills**:

- Mid-to-Advance computer user capability, which includes to the following:

- Ability to do basic troubleshooting
- Ability to know when to reach out for technical assistance
- Ability to do some basic multitasking and work from multiple screens

**Job Specific Skills**
- Fast Learner yet able to retain knowledge
- Organized with their work