Customer Experience Specialist at DigiCert Inc

St. Petersburg, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

21 Apr, 26

Salary

0.0

Posted On

22 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication Skills, Problem-Solving, Multi-Tasking, Technical Support, Sales Support, Typing Skills, Computer Navigation, Live Chat, Ticketing Systems, Collaboration, Coaching, Feedback, Efficiency, Product Knowledge, Client Guidance

Industry

Computer and Network Security

Description

Who we are DigiCert is a global leader in intelligent trust, helping organizations protect the digital interactions people rely on every day. From websites and cloud services to connected devices and critical systems, we make sure digital experiences are secure, private, and authentic. Our AI-powered DigiCert ONE platform brings together certificates, DNS, and lifecycle management to help organizations stay ahead of risk as technology and threats evolve. Trusted by more than 100,000 organizations—including 90% of the Fortune 500—DigiCert helps businesses operate with confidence today while preparing for what’s next, including a quantum-safe future. Job summary The SSL Store is looking for talented people to join our industry-leading Customer Experience Team. As the largest re-seller of SSL certificates in the world, we operate in the web security industry selling encryption products that require troubleshooting and support. Our Customer Experience team exists to bridge the gap between the market-leading Certificate Authorities we have built strong partnerships with over the years, and the encryption-hungry masses that flock to us every day for guidance as they traverse our ever-growing industry. On a regular basis you will identify, research, and resolve or escalate customer issues – including technical, sales, and billing-related questions – using our internal software and vendor portals. You will collaborate and communicate with our partners and clients via live chat, ticket, and phones to create the best possible user experience. You will also have opportunities to help us fine-tune our workflows and contribute to our internal and external knowledge bases. We need people who thrive on real-time feedback, coaching, and collaborative problem solving with their teammates and upper management. You will receive regular mentoring from our dedicated QA team, and, in turn, we will look to you for ideas on how to improve our processes, innovative solutions, and what snacks to have in the breakroom. Our Customer Experience department is our company incubator - we believe in investing in our team, whether that means providing you with the right resources, purchasing the correct tools or sending you to conventions and conferences to aid in your evolution. We invest in our employees and we promote from within. We want you to grow with us. What you will do Communicate with customers and partners to guide our clients through the process of purchasing and obtaining SSL Certificates and other web security products by phone, ticket, and live chat Act as support gatekeepers and funnel client and partner inquiries to the right channel to maximize customer experience and growth potential Develop a working knowledge of the industry and our products and be able to advise clients on the right product(s) to suit their needs Fulfill needs of existing customers that are at risk of cancelling services or orders Research client details to help expedite client orders through company verification Diagnose system issues and make suggestions for improvements to be escalated to the appropriate teams (Development, Operations, etc.) Auxiliary duties assigned at management’s discretion for the sake of professional development and to assist where needed Specialty - Efficiency All new hires start off with this specialty. Efficiency agents are the Rockstar backbone of the Customer Experience Department (CED). These agents focus on delivering a superior customer experience to our clients and partners at a pace matching our influx of traffic and are therefore not weighed down with auxiliary responsibilities. These agents’ responsibilities include: Live Support, General Tickets, Validation Assistance, and Cancelations. As the agents who have the most contact with the largest number of customers, they also have the greatest upsell opportunities and can influence revenue generation with additional products, and multi-year plans. What you will have High School Diploma (or equivalent) Call Center or 2+ years of Customer Service Experience Demonstrated ability to multi-task and perform well in a fast-paced environment Excellent communication and presentation skills, both written and verbal Strong typing and computer navigation skills, including use of multiple computer applications simultaneously Must be passionate about contributing to an organization focused on continuously improving consumer experiences Fun, upbeat, and positive attitude Strong problem-solving skills Nice to have Great conversationalist – not intimidated to pick up the phone and talk Passion for helping people Live chat and/or ticketing system experience Takes great pride in the ownership of their work Be a self-starter – If you see a problem, or have an idea, be the one to chase it down Benefits Generous time off policies Top shelf benefits Education, wellness and lifestyle support #LI-KK1

Responsibilities

The Customer Experience Specialist will communicate with customers and partners to guide them through purchasing SSL Certificates and other web security products. They will also diagnose system issues and suggest improvements while fulfilling the needs of existing customers.