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Technical Support Customer Advocate United Kingdom

Entrust Datacard

Full Time United Kingdom 10.56 - 12.04 GBP Today

Job description

Career Growth, Flexibility and Collaboration!

Entrust is dedicated to securing a world in motion by enabling trusted identities, payments, and data protection around the globe. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment. Our team makes an impact!!

The Company: 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:

College Diploma, and/or relevant background in a technical field
General knowledge of Enterprise Security.
Working knowledge of the Microsoft and/or Linux based operating systems.
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.

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This role is eligible for a remote or hybrid work arrangement. Please consult with the recruiter for more information.

Vaccination for Covid-19 is currently a condition of employment for field service roles in the U.S., subject to accommodation for qualifying reasons (i.e., medical, religious, etc.) under applicable law. If you would like more information about accommodations, contact

[email protected]

For US roles, or where applicable:

Entrust is an EEO/AA/Disabled/Veterans Employer

Recruiter:

James Beck

[email protected]

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