Associate Authentication Analyst (Spanish Speaking)

DigiCert; Cape Town; On-site; ZAR 240,000 - 400,000; Full time

Benefits offered by this job

Competitive compensation

Generous paid time off

Health and wellness support

Education assistance

LinkedIn Learning access

Job summary

DigiCert is seeking a Customer Experience Specialist to join our Cape Town team. You will engage with external customers and internal stakeholders, carry out DigiCert's validation process according to our documentation, and analyze validation data to confirm criteria.

The role involves handling inquiries via phone, live chat, video, and email; coordinating validation testing; learning product features; and maintaining records. 1+ years in customer service and Spanish fluency are desired.

Qualifications

• 1+ years’ experience in a customer service or similar role.
• Fluency in Spanish (verbal and written).
• Proven track-record in evaluating and mitigating risk.

Responsibilities

• Review incoming application forms and submit to the technical department.
• Engage with customers 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 the validation process per internal documentation.
• Analyze validation data to verify criteria or identify root causes.
• Coordinate validation testing across departments.
• Learn product features and gather customer requirements for management.
• Determine validation objectives with internal managers.
• Create or maintain databases for tracking validation activities.
• Process incoming and outgoing mail.

Skills

Customer service

Spanish fluency

Detail-oriented

Communication skills

Self-motivation

Education

Tertiary qualification

Tools

Microsoft Office

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

We are in the market for a Customer Experience Specialist with professional working proficiency to join our team in Cape Town.

As Customer Experience Specialist you will engage with external customers and internal stakeholders through various communication channels, execute DigiCert's validation process according to internal documentation, and analyze validation test-data to determine whether systems or processes have met validation criteria.

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 will have

• 1+ years’ experience in a customer service or similar role
• Fluency in Spanish (verbal and written)
• 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

Benefits

• Competitive compensation and comprehensive benefits package
• Generous paid time off, including holidays and additional leave options
• Family-friendly leave policies, including maternity, paternity, and other supportive leave programs
• Health and wellness support, including medical cover (where applicable), gym reimbursements, and mental well-being resources
• Pension, life insurance, and income protection benefits (location dependent)
• Employee Assistance Program with 24/7 confidential support for employees and their families
• Education assistance and professional development opportunities
• Access to LinkedIn Learning and continuous learning resources
• Employee referral bonus program and additional company perks and discounts
• Business travel insurance and global employee support programs