Associate Authentication Analyst

Job summary

We are in the market for a Customer Experience Specialist with professional working proficiency to join our team in Cape Town. 

As Customer Experience Specialist you will engage with external customers and internal stakeholders through various communication channels, execute DigiCert's validation process according to internal documentation, and analyze validation test-data to determine whether systems or processes have met validation criteria. This is aligned to US customer based and will require US working hours. 

What you will do

• Review incoming application forms, validate and submit to DigiCert's technical department
• Engage with external customers and internal stakeholders via phone, live chat, video calls and email
• Research customer organizations and verify contact details online
• Identify, document and alert managers of customer-call trends
• Execute DigiCert's validation process according to our internal documentation
• Analyze validation test-data to determine whether systems or processes have met our validation criteria or to identify root causes of production problems
• Coordinate the implementation or scheduling of validation testing with affected departments and team members
• Learn product features and gather customer requirements to confer with management
• Determine validation objectives and standards with internal managers
• Create, populate, or maintain databases for tracking validation activities, test results, or validated systems
• Process incoming and outgoing mail

What you will have

• 1+ years’ experience in a customer service or similar role  
• Fluency in Spanish (verbal and written)
• Tertiary qualification (advantageous)
• Proven track-record in evaluating and mitigating risk
• Detail-orientation, aptitude to learn, high level of self-motivation, high degree of curiosity and ability to work independently
• Excellent written and verbal communication skills
• Tool experience: Microsoft Office and other software applications

Benefits

• Competitive compensation and comprehensive benefits package 
• Generous paid time off, including holidays and additional leave options 
• Family-friendly leave policies, including maternity, paternity, and other supportive leave programs 
• Health and wellness support, including medical cover (where applicable), gym reimbursements, and mental well-being resources 
• Pension, life insurance, and income protection benefits (location dependent) 
• Employee Assistance Program with 24/7 confidential support for employees and their families 
• Education assistance and professional development opportunities 
• Access to LinkedIn Learning and continuous learning resources 
• Employee referral bonus program and additional company perks and discounts 
• Business travel insurance and global employee support programs

To protect candidate information and maintain a secure hiring process, all applications must be submitted through our careers portal. Resumes or CVs sent directly via email will not be reviewed or considered.

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