Who we are
DigiCert is a global leader in intelligent trust, helping organizations protect the digital interactions people rely on every day. From websites and cloud services to connected devices and critical systems, we make sure digital experiences are secure, private, and authentic.
Our AI-powered DigiCert ONE platform brings together certificates, DNS, and lifecycle management to help organizations stay ahead of risk as technology and threats evolve. Trusted by more than 100,000 organizations—including 90% of the Fortune 500—DigiCert helps businesses operate with confidence today while preparing for what’s next, including a quantum-safe future.
Job summary
The SSL Store is looking for talented people to join our industry-leading Customer Experience Team. As the largest re-seller of SSL certificates in the world, we operate in the web security industry selling encryption products that require troubleshooting and support.
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
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
Nice to have
Benefits
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