Duties.
Check if customer´s company is a legitimate legal business entity.
Check if customer´s company has legal right to use the internet domain name listed on the certificate signing request.
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.
Issue the digital certificate or ensure a team member performs this task within 2 days.
Provide World Class customer support:
Respond to customer´s inquiries regarding the status of their digital certificate and provide the customer with possible solutions to expedite issuance of their order within our Service Level Agreements.
Escalate unusual customer issues that cannot be resolved in a timely manner.
Understand VeriSign, Inc.´s product line
Promote teamwork and a positive work environment for the department.
Achieve and maintain high levels of customer satisfaction
Actively participate in authentication projects and system implementation as needed.
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.
Process faxes, emails and file documents.
Recommend procedures that maximize operational efficiencies and customer satisfaction.
Build relationship with our customers to ensure customer loyalty.
Mentor new hires on basic office procedures and product knowledge.
Ensure customer inquiries are handled according to Service Level Agreements and department goals
Assess customer issues to identify solutions and clearly recommend the appropriate course of action
Provide superior customer service and build successful long-term relationships with external clients to ensure customer loyalty
Demonstrate ability to accurately gather information and document customer issues through the CRM tool
Actively support achievement of team goals, objectives and compliance with contractual service level agreements (SLA)
Basic knowledge of Validation processes and procedures
Basic knowledge of PKI and SSL technology
Ability to support across one or more:
Brands (VeriSign, Thawte, GeoTrust)
Platforms / Tools (MMAVIS, AMT, OPS, VCC/E, TCC/E)
Channels (Retail,Enterprise, Reseller)
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