Implementation & Configuration Specialist (Salesforce, AI & UCaaS Tools) at DigiCert, Inc.

Job summary

• DigiCert is in the market for a technically savvy and support-minded Implementation & Configuration Specialist to join our Customer Service Enablement team based in Cape Town.
• This role is ideal for a Business Systems Analyst who is looking to work as an individual contributor and scale a team. Let’s connect if you are hands-on, enjoy people management, thrives at the intersection of technology and user enablement, and enjoy building better systems.
• In this role, you will be the go-to expert for managing and optimizing the systems, tools, and workflows that empower our customer support teams to operate efficiently and deliver exceptional service. You'll partner closely with Support, Authentication, IT and Product teams to maintain and enhance tools, ensuring agents have what they need to deliver exceptional support and that our tech stack scales with the team's evolving needs.
•  DigiCert is the global leader in delivering private and public digital trust solutions.

What you will do

• Implement, administer and configure platforms (e.g. Salesforce, Jira, Slack integrations, AI tools etc.) and other connected systems
• Troubleshoot tool-related issues and support the day-to-day needs of the support teams, escalating to vendors or internal teams when needed
• Configure workflows, triggers, macros, and automations to improve agent productivity
• Collaborate cross functionally with IT, Product, Engineering and Support teams to scope and implement new tools or system improvements
• Evaluate new tools and features that could benefit the Support teams, assist in pilot programs and rollouts
• Monitor tool performance and support reporting needs by maintaining data integrity and structure, proactively identify opportunities for improvement
• Define, track and interpret key customer service and system performance metrics
• Maintain internal documentation and knowledgebase systems
• Build our Technical Systems & Tools team in the future

What you have

• Willingness to work from 14h00 – 23h00 SAST to support our US territory (essential business requirement)
• 4+ years' experience in a Business Systems Analyst or Implementation & Configuration Specialist role as a player-coach in a SaaS or customer support environment (strongly preferred)
• Tertiary qualification + Salesforce Administrator Certification (strongly preferred)
• Jira Administrator or relevant certification with hands-on experience administering support platforms, or similar tools (strongly preferred)
• Understanding of workflow logic, automation rules, or API integrations/usage with basic scripting is advantageous
• Strong troubleshooting and problem-solving skills with a passion for improving systems
• Comfortable working cross-functionally and communicating with technical and non-technical stakeholders
• Demonstrated project management experience: Managing several projects concurrently within set timeframes
• Organized, proactive, and user-centered in your approach to tool management with the ability to juggle multiple requests and working independently in a fast-paced environment
• Bonus: Familiarity with SQL, scripting or dashboard/reporting tools (e.g. Tableau, Power BI)

Benefits

• Provident Fund
• Medical Aid + Gap Cover
• Employee Assistance Program
• Gym Reimbursement
• Life Insurance
• Disability Insurance
• Sabbatical