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Technical Support Representative

Greater Boston Area, USA

The Client Service Team ensures customer vetting applications meet the stringent security policies of the organization in a timely and professional manner. The team responds effectively and efficiently to support inquiries.


Key Responsibilities

  • The ability to apply procedure-driven tasks to process certificate applications, ensuring compliance with GlobalSign's strict security policies.
  • Communicate comfortably and clearly with customers from around the globe with tact and diplomacy while projecting a professional image.
  • Some interpretation of customer and organizational authentication guidelines may be required and the applicant must apply sound reasoning to reach decisions and be prepared to record and defend decisions made.
  • Researching, investigating and resolving customer technical issues.
  • Communicate and provide information internally and externally to establish and maintain excellent service to centralized support teams and other departments.
  • Maintain an accurate and up-to-date knowledge base.
  • Interpret instructions and issues arising and implement actions according to company policy and procedures.
  • A thorough understanding of all GlobalSign products.

Skills & Qualifications

  • Associates Degree or previous technical customer support experience.
  • English and French or Spanish skills are required.
  • Basic knowledge of PKI and SSL technology helpful .
  • Excellent written and oral communication skills.
  • Able to manage multiple priorities.
  • Sound organizational and interpersonal skills with a strong customer focus.
  • Good problem solving, analytical, and critical thinking skills.
  • Works well under pressure and meet deadlines.
  • Solid experience using CRM systems.
  • Extensive knowledge of Microsoft Office Excel and the Internet environment.
  • Must successfully pass a background check to achieve and maintain trusted employee status.