Technical Support Customer Advocate

Description:

The Technical Support Admin Specialist is responsible for providing Entrust Certificate Services customers and partners with basic technical and product support for a variety of operational, network, server, or related services via telephone and e-mail. The successful applicant will be working in a dynamic environment where initiative and a willingness to take on responsibility is a must.

Position not available for remote work

• We offer flexibility

• We offer a diverse work environment

• Futureproof your career with a job in information security

How you will make an impact:

• Interact daily with customers to identify, document and resolve customer issues.

• Provide timely, reliable and professional service.

• Triage the CRM application queues daily

• Ensure that customers interactions are logged within the CRM (Customer Relationship Management) system and they are updated with the correct information (e.g., contact name, account name)

• Provide first response to cases that are unclear to what is being requested of support.

• Identify and escalate complex issues to the best available team member.

• Interact with various functional departments to provide timely and accurate solutions to customers.

• Perform daily administrative task that are assigned to the ECS Support team (e.g., retail refunds, check voicemail and manual revocation requests)