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Symantec

Authentication Specialist (with Hebrew)

Symantec

  • Dublin
  • Not disclosed
  • Permanent full-time
  • Updated 07/12/2012
  • Lisa Dillon
this job is expired
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Description

The Authentication Specialist will be responsible for the timely issuance of digital certificates and other security products which require strict adherence to VeriSign's Policies and Procedures.

 

Authentication Specialist  (with Hebrew )

Company Overview 

Symantec is a global leader in providing security, storage and systems management solutions to help our customers - from consumers and small businesses to the largest global organizations - secure and manage their information-driven world against more risks at more points, more completely and efficiently. Our software and services protect completely, in ways that can be easily managed and with controls that can be enforced automatically - enabling confidence wherever information is used or stored. 

Responsibilities 

The Authentication Specialist will be responsible for the timely issuance of digital certificates and other security products which require strict adherence to VeriSign's Policies and Procedures.

You will follow our security procedures with the goal of enhancing the department's operational effectiveness such as improving issuance times and/or customer satisfaction. In this role you are expected to work under full supervision.

Customer support globally is provided 24x7, you will be expected to work various shifts based on business demand. Preference will be given to candidates who are prepared to work weekend shifts.

Primary Objectives and Responsibilities: The following is a list of the core job functions the Authentication Specialist is expected to perform and prioritize.

  • Core job function centers on processing customer orders and/or actively managing faxes/emails and filing. The Authentication Specialist ensures the following tasks are completed by following our policies and procedures:
  • Determine if customer's company is a legitimate legal business entity
  • Determine if customer's company has legal right to use the internet domain name listed on the certificate signing request.
  • Verify via third party source(s) that customer's named contacts are employed at customer's company and/or have the legal right to request and/or administer the digital certificate.
  • Verify that correct payment or payment authorization is received from customer.
  • Issue the digital certificate or ensure a team member performs this task within 2 days.
  • Provide World Class customer support:
  • Respond to customer's inquiries regarding the status of their digital certificate and provide the customer with possible solutions to expedite issuance of their order within our Service Level Agreements.
  • Escalate unusual customer issues that cannot be resolved in a timely manner.
  • Understand Symantec's product line
  • Promote teamwork and a positive work environment for the department.
  • Works with team to resolve customer issues.
  • Seeks assistance from management, Senior Authentication Specialists and Authentication Coordinators to resolve policy, process and procedural issues.
  • Actively participate in authentication projects and system implementation.

Additional Objectives and Responsibilities: The following is a list of the secondary job functions the authentication specialist may be expected to perform depending on his experience level.

  • Process faxes, emails and file documents.
  • Recommend procedures that maximize operational efficiencies and customer satisfaction.
  • Build relationship with our customers to ensure customer loyalty.
  • Mentor new hires on basic office procedures and product knowledge.
  • Ensure customer inquiries are handled according to Service Level Agreements and department goals

Desired Experience:

  • Customer support experience in banking/mortgage lending or related industry with strict policies and regulations is desired.
  • Candidate must be fluent in written and spoken English and one of the languages listed above with preference given to those with an additional language.

 Additional desired skills:

  • Strong interpersonal and customer service skills
  • Excellent written and oral communication skills
  • Proficient in Microsoft Office Word, Excel, Outlook, and PowerPoint
  • Basic knowledge of PKI and SSL technology
  • Strong problem solving, analytical, and critical thinking skills
  • Responsible for 100% compliance of our validation procedures
  • Basic knowledge of call center technologies.
  • Full understanding of authentication process
  • Full understanding of acceptable Proof of Rights (POR) documents and which pieces of the information contained therein are required to establish a legal business entity.
  • Knowledge of where to obtain acceptable third-party verification numbers including what level of verification is required for which product.
  • Knowledge of other product lines.
  • Understanding of Knowledge Center Support methodology and consistent use of knowledge base application
  • Ability to support across multiple platforms, brands, and channels (i.e. Retail, Enterprise, Reseller)

 

Ref: 6245BR
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