Sectigo
Certificate Lifecycle Management (CLM)
TechnicalSupportSpecialist
Neural analysis suggests this role is
optimal for mid candidates.
“Technical Support Specialist at Sectigo. Skills: Technical Support, Customer Support, Troubleshooting, Problem Solving. Handle the day-to-day customer issues reported and see problems through to resolution. Assist customers with technical issues by researching, diagnosing, troubleshooting, and identifying solutions”
What You'll Achieve.
Enhancing overall customer satisfaction; Meeting customer satisfaction KPIs; Improving customer experience; Improving average response and resolution times; Boosting customer satisfaction scores; Reducing resolution times and repeat inquiries; Maintaining workflow efficiency and a smooth escalation process; Aligning with customer satisfaction targets; Meeting SLAs (Service Level Agreements) and internal timelines; Contributing to reduced future incidences; Helping to decrease repeat incidents and empower both the team and customers with self-help options; Enhancing customer service quality and operational efficiency
Industry & Context.
Problem solving; Troubleshooting
Ability to work in different time zones, rotational shifts with Skeletal staffing on weekends, Must be able to work shifts, including holidays based on business needs, with possible weekends and after-hours, Must be willing to carry the after-hour support pager
What They're Looking For.
Must Have
Minimum 1+ years of Customer Support/Help Desk experience, English proficiency as the business conversation level is mandatory, Sound knowledge of Internet and Computer Networks, Understanding of Network Troubleshooting commands, Understanding of Domain Name System (DNS), Understanding of Active Directory, Proficiency in Windows, Linux / Mac OS, Knowledge in HTML, JavaScript, and Web Security concepts, Understanding of API requests and response, Understanding of Web Servers / Hosting Platforms, Experience in working with Support/Service Desk tools
Nice to Have
1-3 years of experience is strongly preferred, Other language proficiencies are strongly preferred, Knowledge of SSL/TLS protocols, Cryptography Concepts, Certificates, Certification Authorities will be added advantage, communication and interpersonal skills, with attention to detail and ability to multitask, problem solving and troubleshooting skills, Ability to work in different time zones, rotational shifts with Skeletal staffing on weekends, Superior customer service and phone mannerism required to handle support of Sectigo's customer base, Experience working with customers across geographies like US & UK customers, Computer literacy skills, including the use of email, and word processing applications, Possess qualities such as integrity, curiosity, fair-mindedness, and a persuasive, team player, Ability to thrive in a start-up environment while applying existing skill sets and training to increase knowledge base, Must be able to work shifts, including holidays based on business needs, with possible weekends and after-hours, Must be willing to carry the after-hour support pager
What You'll Do.
Handle the day-to-day customer issues reported and see problems through to resolution
Assist customers with technical issues by researching
and identifying solutions
Handle all escalated issues and ensuring follow-through to resolution
Work closely with Sectigo's customer base and sales department to understand client needs and provide proactive solutions
Take full ownership of technical support issues
ensuring timely resolution and fostering positive customer relationships
and implement solutions to resolve reported issues
Conduct thorough inquiries with customers to quickly pinpoint issues
Provide consistent and high-quality support to customers via phone
Deliver prompt and accurate responses to customers
Utilize both internal databases and external resources to provide accurate technical solutions
Adhere to established procedures for escalating unresolved issues
Communicate proactively with end users
and management to swiftly resolve issues
Prioritize and manage multiple open issues simultaneously
Accurately log and report all system-related issues to support tracking and root cause analysis
Contribute to developing a robust Knowledge Base by documenting known issues and solutions
How You'll Work.
Team & Collaboration
Work closely with Sectigo's customer base and sales department; Communicate proactively with end users, colleagues, and management; Adhere to established procedures for escalating unresolved issues to Shift Leads, Team Leads, or relevant internal teams
Communication Scope
Excellent verbal and written communication skills; Clear, empathetic, and professional communications
Full Job Description
At Sectigo, we align around our mission and pride ourselves in helping thousands of customers sleep better at night. Sectigo is the most innovative provider of certificate lifecycle management (CLM), delivering comprehensive solutions that secure human and machine identities for the world’s largest brands. Sectigo’s automated, cloud-native CLM platform issues and manages digital certificates across all certificate authorities (CAs) to simplify and improve security protocols within the enterprise. Sectigo is one of the largest, longest-standing, and most reputable CAs with more than 700,000 customers and two decades of delivering unparalleled digital trust. “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 ommunication, 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. We are looking for a talented Technical Support Specialist to join our growing global team at Sectigo. The Technical Support Specialist works closely with Sectigo's customer base and sales department to handle the day-to-day customer issues reported and see problems through to resolution. This individual assists customers with technical issues by researching, diagnosing, troubleshooting, and identifying solutions to resolve reported issues. This position is responsible for handling all es
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