Job summary

As a Customer Experience Specialist (French/Spanish/Portuguese Speaker), you will support customers and internal stakeholders through multiple communication channels while conducting authentication and validation activities for SSL and Code Signing digital certificates. The role involves performing customer due diligence, executing validation processes, and analyzing data to ensure compliance with DigiCert's security standards. Working within the Customer Authentication Services (CAS) team, you will contribute to a 24/7 model, which will support customers globally. Success in this role requires strong communication skills, attention to detail, collaboration, and a customer focused approach. Due to the sensitive nature of the work, candidates must successfully pass and maintain enhanced background screening requirements.

What you will do

Customer Authentication

• Review applications for digital certificates and determine eligibility by evaluating information on the organization, following policy guidelines, and showing due diligence and care while reviewing documentation and customer information.
• Determine if the customer's company is a legitimate legal business entity.
• Verify that the customer's company has the legal right to use the internet domain name listed on the certificate signing request.
• Confirm that a customer's named contacts are employed at the 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 enrollments.
• 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

• Participate in projects and system implementations to enhance the team’s operational effectiveness and customer satisfaction.
• Continually look for ways to improve operational effectiveness, including researching databases to assist in verifying information.
• Be the voice of the customer and raise issues that impact customer satisfaction.
• Assist with mentoring new team members and share your knowledge with the team.

What you will have

• Fluent in English and French
• Excellent written and oral communication skills in the native language and any language listed on CV (including English).
• Customer service experience.
• Diploma or bachelor’s degree desirable.
• Experience in a policy/compliance role an advantage (banking, finance, fraud, etc.).

Nice to have

• Detail oriented with a high level of accuracy.
• Strong PC skills and fast typing speed.
• Ability to multitask and perform under pressure to meet deadlines and targets.
• Fast learner who is keen to continue learning and developing.
• Good interpersonal skills and openness to receiving and giving constructive feedback.
• Strong decision making and problem-solving skills.
• Open to change and ability to work in a fast-paced, changing environment.
• Ability to work as part of a team, but also as a sole contributor within a team structure.

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 

To protect candidate information and maintain a secure hiring process, all applications must be submitted through our careers portal. Resumes or CVs sent directly via email will not be reviewed or considered.

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