Job Vacancies at DigiCert, Inc.

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 HAVE

• Fluent in Dutch (written and verbal) and professional working proficiency in English (essential) 
• 1+ year's experience in a customer service or similar role (advantageous)
• 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

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WHAT YOU WILL DO

• Deliver world-class customer service to resolve customer concerns and retain customers
• Build successful long-term relationships with external clients to ensure customer loyalty
• Partner with technical support engineers to resolve issues reported by customers
• Engage with internal and external customers via support tickets, email, phone, and chat
• Receive inbound customer emails or calls and place outbound follow up emails or calls during scheduled hours to provide a delightful customer experience at all times
• Achieve productivity related targets including support tickets processed, average response time, average time to close, etc.
• Actively contribute to Web self-help by using Knowledge Centred Support (KCS) principles
• Gather accurate information and document customer issues in our CRM tool
• Remain up to date with all aspects of the SSL certificate products to meet customer needs at all times

WHAT YOU HAVE

• Fluent in Spanish
• 1+ years technical support or IT client interfacing experience
• Computer Science, Information Systems or Information Technology qualification
• Basic understanding of Internet principles, terminology and functionality
• Basic understanding of networking protocols and devices, web servers and VPN
• Understanding of PKI, SSL, Code signing, HTML, DNS, S/MIME, SMTP, and networking protocols (advantageous)
• Familiarity with UNIX script commands, website/web server administration (advantageous)
• Administrative knowledge of Microsoft Windows Servers, Apache (OpenSSL), Linux and other Server administration (advantageous)
• Certifications such as CISSP, MCSE and CCNA (advantageous)
• Adaptable, versatile, customer obsessed, solution-oriented, proactive and passionate about technology

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RESPONSIBILITIES

• Plan, organize, lead the project delivery, including organizing resources (internal and external) and third-party vendors assigned to achieve outcomes within the Project. 
• Establish and control the project cadence and governance for the overall Project. 
• Manage and track the cost, schedule, and technical performance of all aspects of the Project assigned against the approved baseline. 
• Be accountable for monitoring and controlling project activities/milestones, schedule, risk register, scope changes, on time delivery, and Estimate at Completion (EAC) within the project. 
• Capture and monitor project performance objectives and indicators. 
• Identify support and resources needed to achieve the project objectives with input of the Resource Managers and key stakeholders. 
• Manage all customer / stakeholder relationships to ensure assigned responsibilities/accountabilities are achieved/addressed. 
• Lead and motivate a high performing cross-disciplinary integrated team by providing the appropriate direction, coaching, support, and delegation to team members. 
• Apply continuous improvements principles including post-project implementation reviews to identifying areas of improvement for projects. 
• Prepare Project Planning and Estimate to Complete (ETC) Reviews. 
• Track project progress and manage change effectively throughout the project lifecycle. 
• Collect timesheets from Pro Services members, update stakeholders regularly, and manage invoicing process for the projects managed.  

QUALIFICATIONS

• Minimum of 3+ years’ experience in program or project management. 
• A certified project manager with a PMP/Prince2 [or equivalent] credential with strong verbal and written communication skills. 
• Versatile in various project management methodologies and tools, including Agile (Scrum, Kanban), ITIL, and widely used project management software such as Jira and Microsoft Project. 
• Proven ability to successfully manage multiple concurrent complex IT service delivery projects in both the EMEA and US regions. 
• 3+ years of experience managing projects for software/service implementations. 

PREFERRED QUALIFCATIONS

• Experience in project delivery for IT security product/services 
• Knowledge and understanding of PKI. 
• Experience in delivering project lifecycle for end-to-end solutions/services from Design, Delivery, and In-Service Support phases. 
• Experience working in a complex, multidisciplinary, multi-site organization. 
• Experience in delivering projects for one or more of the following areas: governmental organizations (including defense ministries/departments, defense services, and defense manufacturers), software and product manufacturing for industrial, telco, and medical providers.
• Have a minimum of three to five years’ experience in program or project management.