Client Services Multi-Lingual Vetting Agent (Italian Speaking)
Vetting | Maidstone, Kent, United Kingdom | Full Time
Who we are:
GlobalSign is the leading provider of trusted identity and security solutions enabling businesses, large enterprises, cloud service providers and IoT innovators around the world to secure online communications, manage millions of verified digital identities and automate authentication and encryption. Its high-scale PKI and identity and access management (IAM) solutions support the billions of services, devices, people and things comprising the Internet of Everything (IoE). The company has offices in the Americas, Europe and Asia.
Your duties include the following:
You are a Client Services Multi-Lingual Vetting Agent in a Trusted Role, and will join the Global Vetting Team, who are responsible for ensuring that applications for the issuance of certificates made by customers meet the company’s strict security and verification policies and Guidelines set by the CA/B Forum and Baseline Requirements, and if these policies are met that our GlobalSign certificates are issued expediently, and that any subsequent support issues are resolved efficiently.
The vetting process involves a number of techniques, including research, and written or verbal communications with customers.
The verification of information for the issuance of certificates and vetting process is crucial to the company. You must be able to apply the guidelines with rigour, diligence and integrity. Some degree of interpretation may be required, and you need to apply sound reasoning to arrive at decisions, and be prepared to record and defend decisions that are taken.
The vetting process, ultimately resulting in the correct issuance of our certificates, must be executed quickly within the required SLA for the product, so you need to be able to progress efficiently, and to be well organised in order to track multiple simultaneous applications for Certificates, as well as keeping within GlobalSign’s SLA for each product and the appropriate Guidelines for the product.
The standard of your work, and your productivity will also be governed by KPIs (Key Performance Indicators), which are detailed on the next page, and these figures are run in monthly reports for the Global Vetting Team. Your accuracy is also monitored during monthly audits for certificates issued.
You must be comfortable with communicating with customers from around the globe with tact and diplomacy, and be able to project a professional image.
Your language abilities are key to your employment, and you will be required to use your languages of Italian on a daily basis to assist your own vetting procedures and those of your Client Services colleagues both for Vetting and Support, to ensure the business needs are met.
You will work as part of the team with initiative, drive and good humour. The workload will fluctuate and you must be able to respond flexibly.
The company is young, dynamic and growing. You will be able to make a real difference, and will be expected to make suggestions for improvements.
You will be using a mixture of tools and should be familiar with MS Office applications and the internet. You will be trained on the products in accordance with business needs and your language skills.
You may be required to deal with Level 1 support matters (after training) if required, as well as assisting with any translation or language requirements the business requires from the start. All customer support is conducted via telephone or email.
You will ensure that requests made by customers are met in a timely and professional manner while providing excellent customer service.
Shift work, including some weekend working may be required.
You will work as part of the Global Vetting Team with initiative, drive and good humour.
Research, investigate and comply with all vetting regulations and procedures, together with prompt attention to customer correspondence, through to accurate and correct issuance of certificates in a timely manner within the required SLAs for each product.
Your accuracy will be monitored during monthly audits for certificates issued.
Ensure that your performance level and certificate issuance complies with Vetting SLAs per product – these will be provided during training, and the required KPI standards:-
You will be required to reach and maintain a minimum Certificates Issued Monthly Utilisation Factor (Certificates Issued Tariff/Your Monthly Hours Worked) of 0.5 within 6 months of employment, AND meet and maintain a minimum Cases Closed Monthly Utilisation Factor (Tariff for Closed Cases/Your Monthly Hours Worked) of 0.6 within the same time frame;
After 6 months employment, you will be required to reach and maintain a minimum Certificates Issued Monthly Utilisation Factor of 0.6, the optimum being 0.8 or over, AND reach and maintain a minimum Cases Closed Monthly Utilisation Factor of 0.8;
Your employment cannot be confirmed until these minimum standards are met and maintained and/or your probationary period may be extended in order for you to meet these standards within 6 months.
Communicate and provide information internally and externally to establish and maintain excellent service to connecting groups. Analyse and interpret data using sound reasoning. Assist with the translation and maintenance of the GlobalSign website. Assist with the relevant language skills relating to any Vetting or Support issues that may arise. Interpret instructions and issues arising and implement actions according to company policy and procedures. Display excellent command of your languages detailed above, both verbal and written, and any further languages that you may learn during your employment with GlobalSign. Use sound organizational and interpersonal skills with a strong customer focus. Employ strong administrative, analytical and research skills with attention to detail. Work well under pressure and meet deadlines, and be adaptable to flexible schedules. With training you will have the ability to work with minimal direction, as a team member or alone.
You will also be required to carry out other Multi Lingual Client Services’ duties, as and when required for the needs of the business.