Associate Authentication Analyst (Chinese Speaker)

Who we are

We're a leading, global security authority that's disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to the little things like surgically embedded pacemakers. We help companies put trust - an abstract idea - to work. That's digital trust for the real world.

Job summary

The Customer Authentication department is responsible for conducting due diligence on customersapplying for SSL and Code Signing digital certificates to secure websites and applications. Due to thecritical nature of the business, we provide 24x7 support in a follow the sun arrangement. TheMelbourne team primarily supports Asia Pacific but assists customers from all regions. In thisenvironment teamwork and collaboration is important to our success.

What you will do

To work in CAS in DigiCert, you are required to pass an extended background check, which will be carried out throughout your tenure in the company, to ensure you maintain our required trusted employee status.The Customer Service Specialist has two key areas of responsibility: customer authentication andcustomer service.

Customer Authentication

• Review applications for digital certificates and decide if an applicant is eligible to receive the certificate by evaluating information on the organization. This is achieved by following
  policy guidelines, and showing due diligence and care while reviewing documentation and customer information

• Determine if customer's company is a legitimate legal business entity

• Determine if customer's company has the legal right to use the internet domainname listed on the certificate signing request.

• Verify that a customer's named contacts are employed at customer's companyand/or have the legal right to request and/or administer the digital certificate.

• Utilize local knowledge of your supported country to mitigate risk while evaluatingenrolments.

• Flag any suspicious applications with management.

• Failure to follow policy guidelines and due care while processing may result in a breachin security, which may result in facilitating fraudulent activity on a customers’ website, and cause damage to the DigiCert brand.

Customer Service

• Assist customers with any queries regarding their application via chat, email andphone.

• Work with the customer to ensure their applications meets 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 andcustomer portals.

Additional Responsibilities:

To help enhance the team’s operational effectiveness and customer satisfaction, the team is