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Client Services Technical Support Representative – Tier 2

Customer Support | Maidstone, Kent, United Kingdom | Full Time

Job Description

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.

Who we’re looking for:

Client Services Technical Support Representative  – Tier 2

 

JOB IDENTIFICATION

Position Title:                                                       Tier 2 TECHNICAL SUPPORT REPRESENTATIVE

Department:                                                         TECHNICAL SUPPORT

Unit:                                                                     GMO GLOBALSIGN LTD 

Staff directly managed by job holder:                  None

Internal contacts:                                                  Employees of GMO GlobalSign

External contacts:                                                Customers, stakeholders, internal business functions

 

Job Objective(s):

Provide proactive and effective technical support to GlobalSign customers.

Support the delivery of projects allocated by Support Manager within agreed timescales.

Understands certificate lifecycle management including, but not limited to the ordering, vetting, delivery, installation, reissuance and revocation of SSL and client certificates.

Support and assist in Client Services business functions.

Demonstrate an understanding of PKI (Public Key Infrastructure).

Ability to identify issues and know when to escalate and communicate to the appropriate selected parties.

Keep up to date with industry developments and share knowledge with other team members.

Act as an escalation point for Tier 1 Support Agents in Cases/Incident management and liaise with Major Incident Assessment Team on Major Incidents.

Continually look for ways to reduce Case/Incident escalations including but not limited to training and mentoring Tier 1 Agents.

Deliver Departmental KPIs, strive to increase departmental productivity, improve efficiencies and keep within budgetary controls.

Deliver individual KPIs set by Team Leader/Manager within agreed timescales.

After training, demonstrate an understanding and familiarity of cryptographic utilities and other resources to assist with Case/Incident management.

After training, understand x509 certification, trusted CA PKI, IoT/IoE and surrounding technologies and protocols.

After training, demonstrate proficiency in GlobalSign specific support applications.

Knowledgeable of GlobalSign as an organization, its history, goals, mission and its related CA (Certificate Authority) infrastructure.

 

Key tasks:

Support GlobalSign products, utilising the various systems involved in service delivery.

Responsibility for managing own time between projects allocated by the Team Leader and ongoing Support functions ensuring all deadlines are met.

Research, investigate and resolve customer technical issues via phone call, email and LiveChat within departmental SLAs

Examine ways to increase departmental productivity, improve efficiencies and maintain budgetary control.

Contacting customers around the globe with tact and diplomacy, utilising the Quality Assurance Handbook and Customer Services guidelines.

Follow the company security policies, processes and procedures at all times.

Cover shifts, including some weekends when required, to provide a 24/7 support operation.

Be the first point of contact for basic to intermediate issues with API.

Acting as liaison between Tier 1 and Tier 3

Troubleshoot escalated Cases/Incidents from Tier 1.

Support and mentor Tier 1 in their training and development via our internal Support communication channels (emails, Global Support chat).

Assisting Major Incident Assessment Team in testing and troubleshooting system issues and bugs.

Raising and managing bug tickets for intermediate system issues.

Working closely and assisting Major Incident Assessment Team with a variety of different daily tasks.

After training, demonstrate knowledge of the MIAT support process and escalation process.

Participate on Global Support Projects assigned by Support Management.

Communicate new article suggestions and current article updates to the Support Knowledge Base team.

Managing, organising and updating the support knowledge base following change and document control practices.

Communicate ideas for departmental improvements to Manager.

Communicate training ideas and areas of improvement to Manager.

Personal responsibility to maintain training and development plan agreed with Manager

Meet or exceed Specific/Identified KPI/Goals agreed upon with Manager and managed within GlobalSign’s performance framework.

 

Candidate specification:

Knowledge and experience essential to fulfil the requirements of the post

Excellent English, both written and verbal. If skilled in other languages and having met GlobalSign’s agreed competency levels, you may be called upon to use those additional languages to assist the team.

Knowledge of ITIL (information Technology Infrastructure Library) framework and functions.

Experience building relationships with third parties, including customers and stakeholders.

Is PC literate and has a typing proficiency of a minimum of 35 wpm with 1 mistake.

Ideally is knowledgeable of project management tools and techniques.

Knowledge of and has experience using Microsoft Office and CRM applications.

Ideally has knowledge of security principles, concepts and techniques within the Certificate Authority industry.

Hands-on and able to work in multi-disciplinary teams (department colleagues, business functions).

Experience in a Customer Service environment.

A technical background in Software Engineering/Testing Experience is preferred but not essential.

A qualification in Computer Sciences preferred but not essential.

 

Attributes needed to undertake the post

 Excellent English communication skills, both written and verbal.

Customer focused.

Excellent interpersonal skills.

Has the ability to work as part of a team but is just as comfortable working independently.

Excellent organisational skills and has the ability to prioritise and meet deadlines.

Demonstrates initiative and drive, sharing ideas and questions and displays calm and positivity in a demanding environment.

Strong communication skills, both written and verbal including managing stakeholders and customers and balancing diplomacy and tact with assertiveness.

Analytical and competent in the use of information and communications technology.

Displays a polite and professional attitude when representing GMO GlobalSign.

Able to represent the big picture whilst focusing on the specifics of delivery.

Understands the importance for details and organisation and can relate it to a support environment.

Demonstrates research and problem solving skills.

Shows a willingness to self-learn and displays evidence of progression in their job role.

 

Preferred:

Ideally has solid experience working in a technical support role in IT.

European Language like Spanish or Portugese

 

General:

This position is considered a “Trusted Role” and background checks will be required.

Due to the nature of our business and its changing requirements, this job profile is a general outline of the type of key tasks the job holder will be asked to undertake in their role. It will be reviewed regularly in consultation with the post holder and as part of GlobalSign’s performance structure.

In addition, at the request of the manager, job responsibilities and duties may change from time to time depending on the department’s alignment to GlobalSign’s Mission and Vision.

General:

Competitive Salary
Company Profitability Bonus Scheme
Annual Eye Test and Glasses Contribution
Fruit and Snacks in the office
Staff Council Events for hitting targets
Cycle to Work Scheme
Childcare Vouchers
Perkbox Goldcard
Corporate Perks Discount Scheme
5% Employer matched pension
Death in Service Policy
Sickness or Disability Cover