Customer Experience Specialist

Job summary

DigiCert is looking for talented people to join our industry-leading Customer Experience Team.

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

Benefits

• Generous medical, dental, life, vision, and disability benefits
• 401(k) plan with employer match
• Flexible spending plan
• Educational assistance
• Gym membership

DigiCert offers a competitive benefits package for all of our full-time employees. 

DigiCert is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, DigiCert prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified person with disabilities, and protected veterans are strongly encouraged to apply.

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