Validation Specialist - Chennai, India - SiteLock

Description

This position is responsible for the day-to-day handling of validation phone calls and tickets/e-mails of Sectigo's customer base. Responsibilities will include working closely with Sectigo's customer base and internal clients, aiding with verification of their SSL certificates by researching customer organizations and verifying organization contact details online, as well as answering pre-sales and customer inquiries via phone, email, and live chat.

• Handle day-to-day activities associated with maintaining Sectigo's customer base.
• Provide superior customer service and assistance with verification of their SSL certificates.
• Process OV and EV, email, document and code signing certificates.
• Research, diagnose, troubleshoot, and identify solutions to resolve reported issues; escalate issues to Validation Specialist, Level 2 when needed.
• Follow standard procedures for proper escalation of unresolved issues to Shift Lead / Team Lead or to the appropriate internal teams.
• Assist customers with the verification of organizational details and contact information.
• Research customer organizations and verify organization contact details online.
• Independently resolve customer support issues and escalate cases when appropriate.
• Answer and customer validation inquiries via phone, email, and live chat.
• Additional responsibilities and special projects as assigned.

Education

• Bachelor's or college degree in business and/or technical related field or equivalent experience.

Experience

• 2-4+ years of customer support / help desk experience.
• Ability to work with in-house validation and order management tools.
• Knowledge of Windows and Office products
• Experience with information security products. (antivirus, spamfilter, email encryption, etc.)

• Computer literacy skills must include the use of e-mail, databases, and word processing applications.
• Strong communication and organization skills, with attention to detail and must be able to multi-task.
• Superior customer service and phone mannerism is required to handle the support of Sectigo's customer base.
• Must be comfortable working on a computer daily and conversing over the phone and through email.
• Must be comfortable researching information online.
• Self-motivated with ability to problem solve, manage time well and get things done.
• Ability to work independently and part of a team with limited supervision.
• Some shift work and/or off-hours required.
• Knowledge of SSL PKI products and services, including policies and procedures preferred.
• Possess qualities such as integrity, fair mindedness, and a persuasive, congenial personality.
• Excellent verbal and written communication skills.
• Quick learner, attention to detail and patience for user questions
• Knowledge of corporate environment.
• Must have the ability to thrive in a mature enterprise environment while applying existing skill sets and training to increase knowledge base.
• Must be able to work shift work Monday through Friday including holidays or as assigned.