Validation Specialist

2 weeks ago

Ottawa, Canada Sectigo Full time

**Who We Are**:
At Sectigo, we align around our mission and pride ourselves in helping thousands of customers sleep better at night.

**“When people think Online trust management, they think Sectigo because we offer our customers **unparalleled** peace of mind.”**

How we show up with each other and our customers every day is just as important, and we win as #OneSectigo by living out our core values - **S**upport, **E**xcellence, **C**ollaboration, **T**eamwork, **I**ntegrity, **G**rowth and **O**penness. We are committed to investing in our diverse teams where everyone understands their role and how they support our strategic goals, we drive operational excellence through scale and efficiency, and we strive to delight our customers and become the market leader in our industry. If you aspire to join a driven team that holds each other accountable to meeting our lofty goals and you’d like to be part of our growth story in delivering a market leading user experience, we’d like to talk to you.

**What We Are Looking For**:
**What You’ll Be Doing**:

- Handle day-to-day activities associated with maintaining Sectigo’s customer base.
- Provide superior customer service and assistance with verification of their SSL 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.
- Additional responsibilities and special projects as assigned.

**Requirements**:
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

**Talents and Desired Qualifications**:

- 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 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 be able to work shift work Monday thru Friday including holidays or as assigned.

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