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SECURITYFOCUS JOBS - NEW OPPORTUNITY
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JOB DESCRIPTION
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Position: Customer Service
Location: Mountain View, California, United States
Type: Contract
Closing Date: 2007-11-11
General Summary:
The Authentication Specialist I will be responsible for the timely issuance of
digital certificates and other security products which require strict adherence
to VeriSign’s Policies and Procedures.
You will follow our security procedures with the goal of enhancing the
department’s operational effectiveness such as improving issuance times
and/or customer satisfaction. In this role you are expected to work under full
supervision.
Customer support is provided 24x7, you will be expected to work various shifts
based on business demand.
Primary Objectives and Responsibilities: The following is a list of the core
job functions the Authentication Specialist is expected to perform and
prioritize.
· Core job function centers on processing customer orders for
specific products and/or actively managing faxes/emails and filing. The
Authentication Specialist ensures the following tasks are completed by
following our policies and procedures:
o Determine if customer’s company is a legitimate legal business
entity
o Determine if customer’s company has legal right to use the
internet domain name listed on the certificate signing request.
o Verify via third party source(s) that customer’s named contacts
are employed at customer’s company and/or have the legal right to request
and/or administer the digital certificate.
o Verify that correct payment or payment authorization is received from
customer.
o Issue the digital certificate or ensure a team member performs this
task within 2 days.
· Provide World Class customer support:
o Respond to customer’s inquiries regarding the status of their
digital certificate and provide the customer with possible solutions to
expedite issuance of their order within our Service Level Agreements.
o Escalate unusual customer issues that cannot be resolved in a timely
manner.
o Understand VeriSign, Inc.’s product line
· Promote teamwork and a positive work environment for the
department.
o Works with team to resolve customer issues.
o Provides basic tool training and support to new hires within the
organization.
o Seeks assistance from management, Authentication Specialists II and
III to resolve policy, process and procedural issues.
· Actively participate in the Knowledge Centered Support (KCS)
Project. Must meet Level I user qualifications within 6 months of hire if
applicable.
· Must successfully pass Background Check to achieve and
maintain trusted employee status.
Additional Objectives and Responsibilities: The following is a list of the
secondary job functions the authentication specialist may be expected to
perform depending on his experience level.
· Process faxes, emails and file documents.
· Recommend procedures that maximize operational efficiencies
and customer satisfaction.
· Build relationship with our customers to ensure customer
loyalty.
· Mentor new hires on basic office procedures and product
knowledge.
· Ensure customer inquiries are handled according to Service
Level Agreements and department goals
Skills (must have):
· Full understanding of VeriSign’s authentication process
for a minimum of two products.
· Full understanding of acceptable Proof of Rights (POR)
documents and which pieces of the information contained therein are required to
establish a legal business entity.
· Knowledge of where to obtain acceptable third-party
verification numbers including what level of verification is required for which
product.
· Knowledge of VeriSign’s product line.
· Ability to adhere to team schedules.
· Able to resolve customer’s issues in a professional
manner.
· Able to escalate customer’s issues promptly.
· Strong interpersonal skills required to function both in a
team environment and to build relationships with our valued customers.
· Basic knowledge of call center technologies.
· Sound problem solving skills.
· Excellent verbal and written communication skills.
· Demonstrated mastery of customer service skills.
· Strong team player.
· Familiarity with Windows.
· Familiarity with Microsoft Office (Outlook, Excel).
· Must type 50 wpm (minimum).
· Bilingual or Multilingual.
Skills (highly desirable):
· Previous experience processing orders
· Experience with Knowledge Base documentation
Experience/Education:
0–1 years experience in a direct customer support role. Preference given
to candidates with prior customer support experience and/or previous work in
banking/mortgage lending or any related industry which must comply with strict
policies and regulations.
Associate’s degree/vocational school training or equivalent job experience.
Travel Requirements:
None.
Disclaimer:
The above statements are intended to describe the general nature and levels of
work being performed by people assigned to this classification. They are not
intended to be construed as an exhaustive or all-inclusive list of all
responsibilities, abilities, duties, and skills required to do the job.
JOB REQUIREMENTS
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See job description.
CONTACT
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Submit all resumes to pberi@verisign.com
VeriSign
Priti Beri
pberi@verisign.com
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SECURITYFOCUS JOBS
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