Work closely with Sectigo s customer base and sales department.
Handle all issues escalated from Engineers for technical support, taking ownership of customer issues reported and seeing problems through to resolution.
Research, diagnose, troubleshoot, and identify solutions to resolve reported issues.
Ask customers targeted questions to quickly understand the root of the problem.
Assisting various customers through Phone, E-Mail or Chat, until they resolve the reported technical issue.
Provide prompt and accurate feedback to customers.
Follow up with unresponsive customers.
Refer to internal database or external resources to provide accurate tech solutions.
Follow standard procedures for proper escalation of unresolved issues to Shift Lead / Team Lead or to the appropriate internal teams.
Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
Prioritize and manage several open issues at one time.
Ensure all reported issues about the system are properly logged and reported.
Contribute to create Knowledge Base of known issues and their fixes.
Other duties as assigned and related to the nature of this role and company initiatives.
Requirements:
Education:
Bachelors or college degree in business and/or technical related field or equivalent experience is preferred.
Experience:
A minimum of 1 full year of experience in a customer support and/or help desk setting.
Knowledge on Networking, Web Servers, Web Hosting, DNS, and Cryptography is strongly preferred.
Relevant knowledge and working experience with Linux and Windows Servers are strongly preferred.
Talents and Desired Qualifications:
Strong communication and organization skills, with attention to detail and must be able to multi-task.
Superior customer service and phone mannerism is required to handle the support of Sectigo s customer base.
Experience working with large accounts.
Knowledge of corporate environment.
Knowledge of Sectigo products and services, including policies and procedures.
Computer literacy skills must include the use of e-mail, databases, and word processing applications.
Excellent interpersonal and organizational skills.
Possess qualities such as integrity, fair mindedness, and a persuasive, congenial personality.
Excellent verbal and written communication skills.
Must have the ability to thrive in a start-up environment while applying existing skill sets and training to increase knowledge base.
Must be able to work shift work Monday through Friday including holidays based on business needs and possible Weekends and after hours.
Must be willing to carry the after-hour Support pager.
