Associate Authentication Analyst (Spanish Speaking)

About the role

DigiCert, a global leader in digital trust, is looking for a Customer Experience Specialist with professional working proficiency in Spanish to join its team in Cape Town. You will engage with external customers and internal stakeholders through several communication channels, run DigiCert's validation process according to internal documentation and analyse validation test data to check whether systems or processes meet validation criteria. The role is aligned to US customers and requires US working hours.

Key responsibilities

• Review incoming application forms, validate them and submit them to DigiCert's technical department
• Engage with customers and internal stakeholders by phone, live chat, video call and email
• Research customer organisations and verify contact details online
• Identify, document and alert managers about customer-call trends
• Run the validation process and analyse test data to confirm compliance or find root causes of production problems
• Coordinate validation testing with affected departments and team members
• Learn product features, gather customer requirements and set validation objectives and standards with internal managers
• Maintain databases tracking validation activities, test results and validated systems, and process incoming and outgoing mail

Required profile

• 1+ years' experience in a customer service or similar role
• Fluency in Spanish, spoken and written
• Tertiary qualification (an advantage)
• Proven track record in evaluating and mitigating risk
• Detail-oriented, self-motivated, curious and able to work independently
• Excellent written and verbal communication skills

Required skills

• Microsoft Office and other software applications

What we offer

• Competitive compensation and a comprehensive benefits package
• Paid time off, including holidays and additional leave options
• Family-friendly leave, including maternity, paternity and other supportive leave
• Health and wellness support, including medical cover where applicable, gym reimbursements and mental well-being resources
• Pension, life insurance and income protection (location dependent)
• Employee Assistance Program with 24/7 confidential support
• Educational assistance, professional development, access to LinkedIn Learning and a referral bonus programme