Summary of the role:

 To provide technical support to GlobalSign’s customer base. As a trainee member of the Client Services Support team you will be trained to work across our customer base to provide service and technical support for inbound phone, chat, and email support inquiries. A desire to provide great customer service is essential to this position.



Equal opportunities, diversity and inclusion: We are an equal opportunities employer committed to diversity and inclusion and have a zero-tolerance approach towards bullying and harassment.

Right to work: For your application to be considered, you must have a current right to work in Philippines

Background checks: This is a Trusted Role which is defined as ‘being a role upon which the security of the Company’s security sensitive business is dependent’. As such, you will be required to undertake identity and background checks, including criminal record checks and qualifications, and periodic reviews of trustworthiness. You will also be required to immediately inform your line manager of any changes in your circumstances relevant to these checks.



About the role:

Respond to first level customer inquiries about Security Service products.

Analyse basic customer issues to identify problems and recommend corrective actions.

·      Actively listen to customers to understand their issues or concerns and to provide superior client-focused service.

·      Troubleshoot certificate products on various operating systems, devices, and software.

·      Develop and publish documentation to be included in our Knowledge Base.

Performs, if need arises, web content management tasks by executing and delivering web content goals based on Tech Support guidelines. 

Actively contribute to Web self-help by using Knowledge Centered Support (KCS) principles.

Actively support achievement of team goals, objectives and compliance with contractual service level agreements (SLA) by ensuring all customer enquiries are responded to in a timely manner.

Achieve and maintain high levels of customer satisfaction which is measured using Net Promoter Scores (NPS)

Responsibility for complying with company policies and procedures, including but not limited to information security and acceptable use, and for undertaking mandatory in-house company training as required.

·      Undertake other job responsibilities and accountabilities within the remit of the job role as and when these may arise. This could include a change to shift patterns, evening and weekend work, as per the requirements of the department and business.

What we're looking for:

Essential

• Working knowledge of Microsoft Office Suite, Windows and Linux Servers, Adobe products.
• Basic understanding of networking protocols and devices, Web servers and VPN.
• An aptitude for technical products and working with systems.
• Excellent listening skills.

·      Customer-focused and passionate about providing excellence in customer service.

• Good problem solving and analytical skills.
• Ability to work individually as well as in a team environment.
• Excellent written and oral communication for both English and Russian.

Desirable

• Minimum of a B.S. in Computer Science, related technical degree, or equivalent work experience preferred.

What we offer:

At GMO GlobalSign, Inc., we are committed to creating a supportive and inclusive work environment that allows our employees to thrive. We offer a competitive salary, a comprehensive benefits package, and opportunities for professional development. Our collaborative culture and focus on work-life balance make us an employer of choice in the industry.

 

About GMO GlobalSign

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 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. For more information, visit https://www.globalsign.com/en/company. 

Please refer to job description.