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Our founders started DigiCert out of frustration for how time consuming and painful it was to buy a simple SSL certificate. What should have been a smooth process always seemed to become a hassle. Worst of all, the customer service agents—who were supposed to ease the burden—were making the experience even worse. So, in 2003, our founders star...
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About the job
WHO WE ARE:
DigiCert is the world’s premier provider of high-assurance digital certificates.
We are driven by the idea of finding a better way:
A better way to provide authentication on the internet.
A better way to tailor solutions to our customers’ needs.
A better way to enrich our employees’ lives with opportunities to create the unexpected.
Join us in finding better ways to help people believe in their digital interactions, and transform yourself and the connected world we live in.
We are in the market for a Technical Support Analyst with native, bi-lingual or professional proficiency in Dutch to join our Technical Support team in Cape Town.
As Technical Support Analyst you will be the primary point of contact for our customers and will partner with our product, engineering and marketing teams to resolve customer issues, drive improvements and set customers up for success.
DigiCert’s Technical Support team exhibit high energy, deep technical skills and a drive to get things done.
This position is based in Cape Town, South Africa.
WHAT YOU WILL DO:
Deliver world-class customer service to resolve customer concerns and retain customers
Build successful long-term relationships with external clients to ensure customer loyalty
Partner with technical support engineers to resolve issues reported by customers
Engage with internal and external customers via support tickets, email, phone, and chat
Receive inbound customer emails or calls and place outbound follow up emails or calls during scheduled hours to provide a delightful customer experience at all times
Achieve productivity related targets including support tickets processed, average response time, average time to close, etc.
Actively contribute to Web self-help by using Knowledge Centred Support (KCS) principles
Gather accurate information and document customer issues in our CRM tool
Remain up to date with all aspects of the SSL certificate products to meet customer needs at all times
WHAT YOU HAVE:
Native, bi-lingual or professional proficiency in Dutch (essential)
Computer Science, Information Systems or Information Technology qualification
1+ years technical support or IT client interfacing experience
Basic understanding of Internet principles, terminology and functionality
Basic understanding of networking protocols and devices, web servers and VPN
Understanding of PKI, SSL, Code signing, HTML, DNS, S/MIME, SMTP, and networking protocols (advantageous)
Familiarity with UNIX script commands, website/web server administration (advantageous)
Administrative knowledge of Microsoft Windows Servers, Apache (OpenSSL), Linux and other Server administration (advantageous)
Certifications such as CISSP, MCSE and CCNA (advantageous)
Adaptable, versatile, customer obsessed, solution-oriented, proactive and passionate about technology
WHAT's IN IT FOR YOU:
Medical Aid + Gap Cover
Employee Assistance Program
Education Support Program
Note: Never pay for any training, certificate, assessment, or testing to the recruiter.
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