Associate Authentication Analyst (Chinese Speaker)

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 essential to our success. To work in CAS at DigiCert, you are required to pass an extended background check, carried out throughout your tenure, to ensure you maintain our required trusted employee status.

What you will do

Customer Authentication

• Review applications for digital certificates and determine eligibility by evaluating information on the organization, following policy guidelines, and showing due diligence and care while reviewing documentation and customer information.
• Determine if the customer's company is a legitimate legal business entity.
• Verify that the customer's company has the legal right to use the internet domain name listed on the certificate signing request.
• Confirm that a customer's named contacts are employed at the 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 enrollments.
• Flag any suspicious applications with management.
• 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 customer’s website, and cause damage to the DigiCert brand.

Customer Service

• 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.
• To best assist customers develop a strong knowledge of DigiCert’s products and customer portals.

Additional Responsibilities

• Participate in projects and system implementations to enhance the team’s operational effectiveness and customer satisfaction.
• Continually look for ways to improve operational effectiveness, including researching databases to assist in verifying information.
• Be the voice of the customer and raise issues that impact customer satisfaction.
• Assist with mentoring new team members and share your knowledge with the team.

What you will have

• Fluent in English and Chinese
• Excellent written and oral communication skills in the native language and any language listed on CV (including English).
• Customer service experience.
• Diploma or bachelor’s degree desirable.
• Experience in a policy/compliance role an advantage (banking, finance, fraud, etc.).

Nice to have

• Detail-oriented with a high level of accuracy.
• Strong PC skills and fast typing speed.
• Ability to multitask and perform under pressure to meet deadlines and targets.
• Fast learner who is keen to continue learning and developing.
• Good interpersonal skills and openness to receiving and giving constructive feedback.
• Strong decision-making and problem-solving skills.
• Open to change and ability to work in a fast-paced, changing environment.
• 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
• Gym Allowance
• Life Insurance
• Disability Insurance
• Sabbatical
• Moving Leave
• Study Leave
• Paid Maternity/Paternity Leave
• Flexible/Hybrid work environment

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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