Associate Authentication Analyst (Chinese Speaker)

Who we areDigiCert is a global leader in intelligent trust. We protect the digital world by ensuring the security, privacy, and authenticity of every interaction. Our AI-powered DigiCert ONE platform unifies PKI, DNS, and certificate lifecycle management, to secure infrastructure, software, devices, messages, AI content and agents. Learn why more than 100,000 organizations, including 90% of the Fortune 500, choose DigiCert to stop today’s threats and prepare for a quantum-safe future at www.digicert.com Job summaryThe Customer Authentication department is responsible for conducting due diligence on customers applying for SSL and Code Signing digital certificates to secure websites and applications. Due to the critical nature of the business, we provide 24x7 support in a follow the sun arrangement. The Melbourne team primarily supports Asia Pacific but assists customers from all regions. In this environment teamwork and collaboration is important to our success. What you will doTo work in CAS department in DigiCert, you are required to pass an extended background check, which will be carried out throughout your tenure in the company, to ensure you maintain our required trusted employee status. The Customer Service Specialist has two key areas of responsibility: customer authentication and customer service.
Customer Authentication Review applications for digital certificates and decide if an applicant is eligible to receive the certificate by evaluating information on the organization. This is achieved by following policy guidelines, and showing due diligence and care while reviewing documentation and customer informationDetermine if customer's company is a legitimate legal business entityDetermine if customer's company has the legal right to use the internet domain name listed on the certificate signing requestVerify that a customer's named contacts are employed at customer's company and/or have the legal right to request and/or administer the digital certificateUtilize local knowledge of your supported country to mitigate risk while evaluating enrolmentsFlag any suspicious applications with managementFailure to follow policy guidelines and due care while processing may result in a breach in security, which may result in facilitating fraudulent activity on a customer’s website, and cause damage to the DigiCert brand

Customer Service Assist customers with any queries regarding their application via chat, email and phone Work with the customer to ensure their applications meet our security requirements and find solutions when problems arise that delay issuance Seek assistance from management and senior team members to resolve policy, process, and system issues Build relationships with our customers to ensure customer loyaltyTo best assist customers develop a strong knowledge of DigiCert’s products and customer portals

Additional Responsibilities: To help enhance the team’s operational effectiveness and customer satisfaction, the team is encouraged to: Participate in projects and system implementationsContinually look for ways to improve our operational effectiveness, including researching databases to assist us verify informationBe the voice of the customer and raise issues which impact customer satisfactionAssist with mentoring new team membersShare your knowledge with the team What you will haveFluent in English and ChineseExcellent written and oral communication in native language and any language listed on CV (including English) Customer service experienceDiploma or bachelor’s degree desirableExperience in a policy / compliance role will be an advantage (banking, finance, fraud etc.) Nice to haveDetail orientated and high level of accuracy Strong PC skills and fast typing speedAbility to multitaskFast learner who is keen to continue learning and developingGood interpersonal skillsOpen to receiving and giving constructive feedbackStrong problem-solving skills are requiredOpen to change – ability to work in a fast paced, changing environmentAbility to perform under pressure to meet deadlines and targets Ability to work as part of a team, but also as a sole contributor within a team structure BenefitsPrivate Health InsuranceEmployee Assistance ProgramEducation Support ProgramHeadspace membershipNovated LeasingGym AllowanceLife InsuranceDisability InsuranceThree recharge days per yearMoving LeaveStudy LeavePaid Maternity/Paternity LeaveFlexible/Hybrid work environment  DigiCert offers a competitive benefits package for all of our full-time employees. If you want to know more about them, please reach out to us at TA@digicert.com.To protect candidate information and maintain a secure hiring process, all applications must be submitted through our careers portal. Resumes or CVs sent directly via email will not be reviewed or considered.