Technical Support Customer Advocate

Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.

We Believe : Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard. From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another. And, of course, to be themselves.

The Technical Support Customer Advocate 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.

Responsibilities :

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 as 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 tasks that are assigned to the ECS Support team (e.g., retail refunds, and manual revocation requests)

Assist Global Product Support Management and Leadership to ensure day-to-day operations are functioning properly

Demonstrate Entrust core values daily and follow the ECS Support Mission Statement – Learn, Educate and Accommodate

Qualifications : Basic Qualifications

1 Year experience working for an IT Help Desk or Call Center, working with Customers on a daily basis.

College Diploma, and / or relevant background ina technical field

General knowledge of Enterprise Security.

Strong analytical, troubleshooting, organizational, and problem-solving skills.

Proven ability to provide exceptional customer service and adapt quickly to new challenges in a fast-paced environment.

Ability to work in a collaborative team environment.

Strong English language communication skills, speaking, listening, writing, and reading.

Preferred Qualifications :

Working knowledge of the Microsoft and / or Linux based operating systems.

Knowledge of web servers (e.g., IIS, Apache), application servers (e.g., WebSphere, WebLogic, Tomcat), networking (TCP / IP, routers, firewalls, load balancers).

Knowledge of Entrust products, PKI, authentication, single sign-on, identity management, fraud detection or access control products.

Experience with virtualization software knowledge, such as, VMWare ESX server.

Experience with Salesforce, RemedyForce or other CRM (Customer relationship management) an asset.

Proficiency in other languages will be a strong asset.

CompTIA Network+ or another related certificate

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Entrust is an EEO / AA / Disabled / Veterans Employer

Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities.

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