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SECURITYFOCUS JOBS - NEW OPPORTUNITY
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JOB DESCRIPTION
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Position: Customer Service
Location: Mt. View, California, United States
Type: Permanent F/T
Closing Date: 2007-06-08
Job Posting Title IRC4996
Job Title Authentication Specialist III
Job Description (English)
Responsibilities include but are not limited to
Processes customer orders for all VeriSign products and corresponding brands
Determine if a company is a legitimate legal business entity
Determine if a company has legal right to the internet domain name under which
customer requested digital certificate
Verify via third party source that customer contacts are employed at the
company enrolling for the certificate and or have the legal right to request
and administer the digital certificate
Verify that correct payment or payment authorization is received from customer
Manage customer contact and inquiry
Manage customer inquiries regarding the status of their digital certificate and
work with customer to resolve issues
Understand VeriSign product lines and where it fits into customer requirements
and recommend solutions that include up selling and cross selling
Proactively manage key account service delivery
Build proactive relationship with premier ISP partners based on trust and
credibility
Provide First Level Support and second level support for our top tier Business
Define and implement enhancements to channel support applications that enhance
overall effectiveness and customer satisfaction
Works with other internal organizations and external customers on issuance of
digital certificates
Work with customer partners and affiliates to resolve customer issues
Provide on going process and tool training to new hires and refresh training
within the organization
Provide process training to ISP and reseller representatives to ensure that
they are issuing digital certificates within security guidelines
Provide process and tool training to our affiliates and partners
Work with internal organizations partners and customers to resolve policy
process and procedural issues
Up sells and Cross sells VeriSign products
Expertise Required
Excellent customer service client services and account management skills
Strong background in escalation management skills and client expectation
management
Sound experience in case management
Excellent multitasking and prioritization skills
Solid background in fostering and building relationships in top tier accounts
Time management and planning skills
Exceptional writing communications and interpersonal skills required
Strong Project Management presentation and problem solving skills
Flexible and adaptable
Ability to work cross functionally and apply relevant account management
concepts and principals to assigned tasks to drive supportability and reseller
customer satisfaction
Ability to work independently with minimal direct supervision
Work within corporate philosophy and objectives
Ability to acquire and maintain trusted status
Demonstrate adherence to VeriSign Core Values
Must be a proven team builder
Strong analytical skills
Knowledge sharing
Sales skills
Attention to detail and ability to cross check customer information
Ability to work in a changing environment
Ability to recommend and drive process changes
1 to 3 years experience in customer service
Call Center experience
JOB REQUIREMENTS
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CONTACT
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Priti Beri
pberi@verisign.com
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SECURITYFOCUS JOBS
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