Job Description

At Sectigo, we align around our mission and pride ourselves in helping thousands of customers sleep better at night.

Sectigo is a leading provider of digital identity and cybersecurity solutions, offering a comprehensive suite of products to protect online transactions and communications. Our mission is to secure the digital landscape for enterprises worldwide.

“When people think Online trust management, they think Sectigo because we offer our customers unparalleled peace of mind.”

How we show up with each other and our customers every day is just as important, and we win as #OneSectigo by living out our core values -  S upport,  E xcellence,  C ommunication,  T eamwork,  I ntegrity,  G rowth and  O penness. We are committed to investing in our diverse teams where everyone understands their role and how they support our strategic goals, we drive operational excellence through scale and efficiency, and we strive to delight our customers and become the market leader in our industry. If you aspire to join a driven team that holds each other accountable to meeting our lofty goals and you’d like to be part of our growth story in delivering a market leading user experience, we’d like to talk to you.

Job Description

We are looking for a Technical Support Specialist to join our growing global team at Sectigo.

The Technical Support Specialist works closely with Sectigo's customer base and sales department to handle the day-to-day customer issues reported and see problems through to resolution. This individual assists customers with technical issues by researching, diagnosing, troubleshooting, and identifying solutions to resolve reported issues. This position is responsible for handling all escalated issues and ensuring follow-through to resolution.

This is a full-time and in-office position, working 5 days a week from our Ottawa office. 

This is an individual contributor role, reporting to the Manager, Technical Support.

Here are the core functions, responsibilities, and expectations for this role: 

• Work closely with Sectigo's customer base and sales department to understand client needs and provide proactive solutions, enhancing overall customer satisfaction.
• Take full ownership of technical support issues, ensuring timely resolution and fostering positive customer relationships.
• Research, diagnose, troubleshoot, and implement solutions to resolve reported issues, maintaining a high rate of first-contact resolution to meet customer satisfaction KPIs.
• Conduct thorough inquiries with customers to quickly pinpoint issues, minimizing resolution times and improving customer experience.
• Provide consistent and high-quality support to customers via phone, email, or chat, guiding them step-by-step until technical issues are resolved, aiming to improve average response and resolution times.
• Deliver prompt and accurate responses to customers, ensuring communications are clear, empathetic, and professional to boost customer satisfaction scores.
• Utilize both internal databases and external resources to provide accurate technical solutions, reducing resolution times and repeat inquiries.
• Adhere to established procedures for escalating unresolved issues to Shift Leads, Team Leads, or relevant internal teams, maintaining workflow efficiency and a smooth escalation process.
• Communicate proactively with end users, colleagues, and management to swiftly resolve issues, aligning with customer satisfaction targets.
• Prioritize and manage multiple open issues simultaneously, meeting SLAs (Service Level Agreements) and internal timelines.
• Accurately log and report all system-related issues to support tracking and root cause analysis, contributing to reduced future incidences.
• Contribute to developing a robust Knowledge Base by documenting known issues and solutions, helping to decrease repeat incidents and empower both the team and customers with self-help options.
• Actively participate in additional responsibilities and special projects, aligning efforts with the overall goal of enhancing customer service quality and operational efficiency.
• Other duties as assigned and related to the nature of this role and company initiatives.

Qualifications

Education:

• Bachelor's degree in computer science and/or a technical-related field or equivalent/relevant experience is strongly preferred.

Experience:

• Minimum 1+ years of Customer Support/Help Desk experience is required. 1-3 years of experience is strongly preferred.
• Proficiency in French is required.
• Excellent verbal and written communication skills. English proficiency as the business conversation level is mandatory. Other language proficiencies are strongly preferred. 
• Sound knowledge of Internet and Computer Networks.
• Understanding of Network Troubleshooting commands.
• Understanding of Domain Name System (DNS).
• Understanding of Active Directory.
• Proficiency in Windows, Linux / Mac OS.
• Knowledge in HTML, JavaScript, and Web Security concepts.
• Understanding of API requests and response.
• Understanding of Web Servers / Hosting Platforms.
• Experience in working with Support/Service Desk tools.
• Knowledge of SSL/TLS protocols, Cryptography Concepts, Certificates, Certification Authorities will be added advantage.

Ideal Candidate Profiles, Talents, and Desired

Qualifications

:

• Strong communication and interpersonal skills, with attention to detail and ability to multitask.
• Strong problem solving and troubleshooting skills.
• Ability to work in different time zones, rotational shifts with Skeletal staffing on weekends.
• Superior customer service and phone mannerism required to handle support of Sectigo's customer base.
• Experience working with customers across geographies like US & UK customers.
• Computer literacy skills, including the use of email, and word processing applications.
• Possess qualities such as integrity, curiosity, fair-mindedness, and a persuasive, team player.
• Ability to thrive in a start-up environment while applying existing skill sets and training to increase knowledge base.
• Must be able to work shifts, including holidays based on business needs, with possible weekends and after-hours.
• Must be willing to carry the after-hour support pager.

Additional Information

Global team. Global reach. Global impact.

At Sectigo, we believe doing good is good business. Our strength and our success come from our team of passionate, engaged individuals who make a difference, both locally and globally. Our commitment to engagement is rooted in an unconditionally inclusive workforce, embodying our unique perspectives, heritages, and backgrounds, all as diverse as the experiences of each Sectigo employee. Importantly, we strive to be recognized not only as the CLM leader but also for our intentional efforts to promote employees into the roles that most challenge and excite them, into experiences that allow them to grow their interests as we grow the business. We are committed to bringing a little bit of fun and a whole lot of happiness into everything we do so that our work – and our team members – reflect the positive outcomes we deliver to our customers every day.

Job Tags

Holiday work, Full time, Worldwide, Shift work, Night shift, Weekend work,

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