Associate Partner Authentication Manager at DigiCert, Inc.

POSITION SUMMARY:

• The Associate Partner Authentication Manager (APAM) is responsible for issuing digital certificates for our Partner’s customers, ensuring the authenticity and security of their websites, servers, software code and devices. The APAM must ensure the validity of all issued certificates by first, vetting customers, organizations, and domains in accordance with strict Industry standards, externally governed by the Certificate Authority Browser Forum. Adherence to these standards is essential and mandatory to minimize the risk of fraud to our customers, the consumers and to protect our corporate brand.

WHAT YOU WILL DO:

• Validation of new and renewal customer enrollments to ensure the delivery of a trusted product.
• Reviews documents, assesses fraud risks and determines whether a certificate/seal will be issued with assistance issued with assistance from colleagues and management.
• Provides world class customer support by responding to customer's inquiries on status of digital certificates, in accordance with service level agreements (SLAs).
• Recommend "workarounds" for the resolution of unusual customer issues, which may include offering discounts and/or extending warranty rights.
• Understanding of basic Sales/ Billing/ Technical Support queries, to keep customer transfers to a minimum.
• Understands company product line, assess complex customer issues to identify problem areas, replicate issue for root cause, recommend and take appropriate corrective action to meet customer's needs. Works with peers, partners, and affiliates to resolve increasingly complex customer issues.
• Actively participates in authentication projects and new system implementations.
• Document, recommend and implement procedures that maximize operational efficiencies and customer satisfaction.
• Attend product meetings as needed, and work with product managers, marketing, and engineering to resolve complex customer issues and improve product features.
• Ensures that customer inquiries are handled according to Service Level Agreements and departmental goals.
• Displays accountability and desire to assist the external and internal customer.
• Leadership/ Supervision, receives general instructions on routine work, detailed instructions on new assignments under general supervision. Follows established directions. Work is reviewed for accuracy and overall adequacy.

WHAT YOU HAVE:

• 2+ years as an Authentication Analyst with deep understanding of validation policies and procedures required.
• Bachelor's Degree, applicable certification or equivalent experience required
• Full understanding of Validation process with familiarity with CAB Baseline Requirements.
• Strong interpersonal and customer service skills.
• Excellent written and oral communication skills.
• Strong familiarity with Microsoft Office Word, Excel, Outlook, and PowerPoint, Slack, Okta.
• Strong knowledge and understanding of PKI and SSL technology.
• Strong problem solving, analytical, inquisitive thinking and critical thinking skills.
• Responsible for 100% compliance of our validation procedures.
• Intermediate knowledge of call center technologies.
• Position may require 1 or more languages at a business level in addition to English dependent or region and business requirements.
• Understanding of Knowledge Center Support (KB) methodology and consistent use of knowledge base application.
• Ability to support across multiple platforms, brands, and channels.