Certificate Support Associate

At Sectigo, we align around our mission and pride ourselves in helping thousands of customers sleep better at night.

Sectigo is the most innovative provider of certificate lifecycle management (CLM), delivering comprehensive solutions that secure human and machine identities for the world’s largest brands. Sectigo’s automated, cloud-native CLM platform issues and manages digital certificates across all certificate authorities (CAs) to simplify and improve security protocols within the enterprise. Sectigo is one of the largest, longest-standing, and most reputable CAs with more than 700,000 customers and two decades of delivering unparalleled digital trust.

“When people think Online trust management, they think Sectigo because we offer our customers unparalleled peace of mind.”

How we show up with each other and our customers every day is just as important, and we win as #OneSectigo by living out our core values - Support, Excellence, Communication, Teamwork, Integrity, Growth and Openness. We are committed to investing in our diverse teams where everyone understands their role and how they support our strategic goals, we drive operational excellence through scale and efficiency, and we strive to delight our customers and become the market leader in our industry. If you aspire to join a driven team that holds each other accountable to meeting our lofty goals and you’d like to be part of our growth story in delivering a market leading user experience, we’d like to talk to you.

We are looking for a Certificate Support Associate to join our growing global team at Sectigo. 

The Customer Support Associate is responsible for delivering exceptional customer service by handling inbound and outbound customer interactions via phone, email, and live chat. This role focuses on resolving customer inquiries, troubleshooting issues, providing product guidance, and ensuring a high level of customer satisfaction. The specialist works closely with internal teams to ensure timely resolution of customer concerns and contributes to maintaining long-term customer relationships. 

This is a full-time and in-office position, working 5 days a week from our Chennai office at DLF IT Park, Manapakkam. 

Here are the core functions, responsibilities, and expectations for this role: 

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner. 
• Triage customer issues related to products, services, and account management. 
• Provide clear and accurate information about company products, services, policies, and procedures. 
• Document customer interactions, issues, and resolutions accurately in internal systems. 
• Independently manage and resolve customer support cases; escalate complex issues when required. 
• Collaborate with internal teams such as Technical Support, Validation, Sales, and Operations to ensure customer satisfaction. 
• Maintain a high standard of customer service and adhere to defined service level agreements (SLAs). 
• Contribute to continuous improvement initiatives by providing feedback on recurring customer issues. 
• Perform other duties as assigned, aligned with company initiatives and business needs. 
• Additional tasks associated with this position may be assigned in response to company initiatives and business needs.

Education:

• Bachelor’s degree in business, communications, information technology, a related field, or equivalent practical experience is strongly preferred.

Experience:

• Fresher or Minimum of 1 year of experience in customer support, help desk, or call center environments is required.
• Excellent verbal and written communication skills. 
• Strong customer service mindset with professional phone and email etiquette. 
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment. 
• High attention to detail and accuracy in documenting customer interactions. 
• Self-motivated and capable of working with minimal supervision. 
• This is an in-office position – 24/7 shift at our office in Chennai (Office Address: Block 8, 5th Floor, DLF Cybercity, 1/124, Mount Poonamallee Road, Manapakkam, Chennai – 600089)

Ideal Candidate Profiles, Talents, and Desired Qualifications:

• Experience handling customer interactions across multiple communication channels (phone, email, chat). 
• Familiarity with CRM, ticketing, or customer support tools. 
• Basic working knowledge of Windows operating systems and Microsoft Office applications. 
• Keyboard proficiency.
• Prior experience in a compliance-driven or regulated environment is a plus. 
• Knowledge of cybersecurity, SSL/TLS, or technical products is an added advantage but not mandatory. 

All your information will be kept confidential according to EEO guidelines.

Global team. Global reach. Global impact.

At Sectigo, we believe doing good is good business. Our strength and our success come from our team of passionate, engaged individuals who make a difference, both locally and globally. Our commitment to engagement is rooted in an unconditionally inclusive workforce, embodying our unique perspectives, heritages, and backgrounds, all as diverse as the experiences of each Sectigo employee. Importantly, we strive to be recognized not only as the CLM leader but also for our intentional efforts to promote employees into the roles that most challenge and excite them, into experiences that allow them to grow their interests as we grow the business. We are committed to bringing a little bit of fun and a whole lot of happiness into everything we do so that our work – and our team members – reflect the positive outcomes we deliver to our customers every day.