Associate Authentication Analyst (Chinese Speaker)

Webhosting; City of Melbourne; On-site; AUD 70,000 - 110,000; Full time

Job summary

DigiCert, Melbourne-based, is a global leader in intelligent trust providing SSL and Code Signing certificates and 24x7 follow-the-sun support. The Customer Authentication team conducts due diligence on applicants to secure websites and applications, with a focus on risk mitigation and accuracy.

The Customer Service Specialist role covers authentication and service, reviewing applications, verifying entity legitimacy and domain rights, and assisting customers via chat, email and phone to meet

Qualifications

• Fluent in English and Chinese.
• Excellent written and oral communication.
• Experience in a policy/compliance role advantageous.
• Able to pass extended background checks.

Responsibilities

• Review certificate applications and verify eligibility according to policy.
• Confirm the applicant's legal business entity and domain rights.
• Verify customer contacts are authorized to request/ administer certificates.
• Assist customers via chat, email and phone to meet security requirements and resolve issues.
• Escalate policy/process issues to management and support colleagues.

Skills

English fluency

Chinese fluency

Communication skills

Job description

Not specified Full-time Not specified Operations

Job Description

Who we are

DigiCert is a global leader in intelligent trust. We protect the digital world by ensuring the security, privacy, and authenticity of every interaction. Our AI-powered DigiCert ONE platform unifies PKI, DNS, and certificate lifecycle management, to secure infrastructure, software, devices, messages, AI content and agents. Learn why more than 100,000 organizations, including 90% of the Fortune 500, choose DigiCert to stop today’s threats and prepare for a quantum-safe future at www.digicert.com

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 24×7 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 is important to our success.

What you will do

To work in CAS department 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 and customer service.

• 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 domain name listed on the certificate signing request.
• Verify that a customer’s named contacts are employed at 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 enrolments.
• 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:

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

• Participate in projects and system implementations
• Continually look for ways to improve our operational effectiveness, including researching databases to assist us verify information
• Be the voice of the customer and raise issues which impact customer satisfaction
• Assist with mentoring new team members
• Share your knowledge with the team

What you will have

• Fluent in English and Chinese
• Excellent written and oral communication in native language and any language listed on CV (including English)
• Experience in a policy / compliance role will be an advantage (banking, finance, fraud etc.)
• Novated Leasing
• Life Insurance
• Moving Leave

DigiCert offers a competitive benefits package for all of our full-time employees.