COMPANY DESCRIPTION

At Sectigo, we align around our mission and pride ourselves in helping thousands of customers sleep better at night.
Sectigo is a leading provider of digital identity and cybersecurity solutions, offering a comprehensive suite of products to protect online transactions and communications. Our mission is to secure the digital landscape for enterprises worldwide.

JOB DESCRIPTION

We are looking for a Validation Specialist I to join our growing global team at Sectigo.
The Validation Specialist I manages the day-to-day handling of validation certificate orders. This individual conducts online research to verify customer organizations applying for a certificate, authenticates organization’s contact details, and reviews, audits, and issues certificate orders while working closely with Sectigo’s certificate customer base and internal teams, as well as answering customer inquiries via phone, email, and live chat.
This is a full-time and remote position based in Ottawa, Canada.
This position operates on a full-time night shift to support the APAC region. The working hours are Sunday through Friday, 8:30 PM to 5:00 AM EST.
This is an individual contributor role, reporting to the Director, Validation & CABF Compliancy.

Here are the core functions, responsibilities, and expectations for this role:

• Process orders for TLS and other security products according to industry and company compliance requirements.
• Conduct research to verify customer organizations and authenticate contact details.
• Provide superior customer service and assistance via phone, email, and live chat.
• Independently resolve customer support issues and escalate cases when appropriate.
• Handle day-to-day activities associated with maintaining Sectigo’s customer base.
• Other duties as assigned and related to the nature of this role and company initiatives.

EDUCATION:

• Bachelor’s or college degree in business and/or technical related field or equivalent experience is strongly preferred.

EXPERIENCE:

• At least 2+ years of customer support / data entry experience.
• Proficiency in Chinese is preferred
• Ability to work with in-house validation and order management tools.
• Knowledge of Windows and Office products.
• Prior experience verifying and comparing data.
• Work in an environment adhering to compliance regulatory requirements helpful.
• Specific language proficiencies may be required based on business needs.

IDEAL CANDIDATE PROFILES, TALENTS, AND DESIRED QUALIFICATIONS:

• Computer literacy skills must include the use of e-mail, databases, and word processing applications.
• 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 working on a computer daily and conversing over the phone, email, and chat.
• 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.
• 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 thrive in a mature enterprise environment while applying existing skill sets and training to increase knowledge base.
• Must be able to work shift work including holidays or as assigned.

• Process orders for TLS and other security products according to industry and company compliance requirements.
• Conduct research to verify customer organizations and authenticate contact details.
• Provide superior customer service and assistance via phone, email, and live chat.
• Independently resolve customer support issues and escalate cases when appropriate.
• Handle day-to-day activities associated with maintaining Sectigo’s customer base.
• Other duties as assigned and related to the nature of this role and company initiatives