Authentication supervisor

Job summary

Primary Objectives and Responsibilities: The following is a list of the core job functions the Authentication Supervisor is expected to perform and prioritize.

What you will do

Build Relationships:

• Build trusted relationships with your team members.
• Understand your team members strengths and opportunities to improve.
• Give regular feedback on performance.
• Coach and develop team members.
• Ensure teams appropriately trained to process orders and handle customer queries.
• Acquire and develop great talent.

Support the Team:

• Monitor the team throughout the day and make adjustments to allocations or assist the team when needed.
• Assist team with queries re: policies/systems & follow through to resolution.
• Take ownership of escalations to resolution, engage with cross functional teams where required in a timely manner.
• Take the lead to resolve any outages, escalate as required.
• Help the team understand the reasons behind decisions e.g. policy related decisions.
• Understand team’s pain points & action on team's concerns.
• Remove barriers that impact the team’s ability to do their job.

Build Strong Teams/Employee Morale:

• Communicate for impact.
• Promote teamwork and a positive environment for the team and center.
• Work closely with global CAS and cross functional teams.
• Be a positive role model.

 Improve the Customer Experience:

• Act as internal advocate for customers and Authentication team.
• Initiate process and team improvements.
• Reduce the level of customer effort.
• Support team to deliver high level of customer service.

 Meet Team Goals:

• Lead team to achieve team goals, SLAs and objectives.
• Plan ahead to ensure we have appropriate staffing.
• Analyze and understand results.
• Take action to improve team quality and efficiency.

What you will have

• Advance knowledge of Validation processes and procedures.
• Quickly adapt to new technology and terminology.
• Strong interpersonal skills.
• Excellent written and oral communication skills.
• Proficient in Microsoft Office Word, Excel, Outlook, and PowerPoint.
• Strong problem solving, analytical, and critical thinking skills.
• Strict attention to detail and accuracy.
• Be proactive, self-directed, detailed, and organized in order to take lead of any situation.
• Customer-focused and can demonstrate mastery of customer service skills.
• Flexible and adaptable (cope with long term and short term changes to plans.).
• Experience with Knowledge Base documentation.
• Regularly demonstrate DigiCert Core Values.
• Ability to acquire and maintain Trusted Employee status.
• Must be a proven team builder and passionate about customer service, customer and employee satisfaction and continuous improvement.

Experience/Education:

• 1+ years as an Authentication Analyst with deep understanding of the validation policies and procedures.
• Bachelor’s degree preferred.

Benefits

• Competitive compensation and comprehensive health, dental, and vision coverage 
• Retirement savings programs with company matching (401(k) or RRSP) 
• Generous paid time off, including holidays, and vacation 
• Paid parental leave and family support benefits 
• Life and disability coverage 
• Flexible spending and health savings options (where applicable) 
• Health and wellness support, including gym reimbursement and wellness programs 
• Employee Assistance Program with 24/7confidential support for employees and families 
• Education assistance and professional development opportunities 
• Access to LinkedIn Learning and continuous learning resources 
• Employee referral bonus program and additional company perks and discounts 
• Internal rewards and recognition platform (Motivosity) to celebrate and acknowledge project wins, milestone achievements, and the outstanding contributions of our colleagues
• Business travel insurance and global employee support programs 

To protect candidate information and maintain a secure hiring process, all applications must be submitted through our careers portal. Resumes or CVs sent directly via email will not be reviewed or considered.

DigiCert is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, DigiCert prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified person with disabilities, and protected veterans are strongly encouraged to apply.

#LI-KK1