Technical Support Analyst, DNSME at DigiCert, Inc.

Position Summary

• We are in the market for a Technical Support Analyst, DNSME (Americas) to support our enterprise clients that utilize the DigiCert DNS and traffic monitoring solutions. DigiCert owns and operates the brands of DNS Made Easy and Constellix which are known as the industry leaders in the DNS and monitoring industry.
• Essential responsibilities include ensuring a high level of customer satisfaction, partner directly with customers and several cross-functional teams, and supporting them with insights into global best practices and process implementation.

What You Will Do

• Answer questions and troubleshoot DNS and monitoring configurations
• Review DNS and monitoring configurations of DigiCert DNS and monitoring.
• Provide technical support to DNS Made Easy and Constellix customers by answering telephone calls, replying to emails, and utilize ticketing system in line with departmental measures, with a focus on high quality, accuracy, and customer satisfaction.
• Document and record all activity and communication with customers according to departmental standards of quality.
• Record all activity in the department’s ticketing system, updating cases within SLA guidelines so progress can be tracked with each customer’s incident, viewed via the customer portal.
• Answer questions and propose DNS and monitoring configurations based on user requirements.
• Respond to client’s tickets, chats, and phone calls in a profession matter.
• Communicate with clients over video zoom or other video conferencing technologies as necessary.
• Understand how our customers are utilizing DigiCert’s DNS and traffic management solutions and recommend additional features that can be leveraged to increase their digital experience.
• Self-manage workload to ensure timely response to client concerns.
• Act as main point of contact for Customers for support.
• Meet or exceed service level requirements and departmental goals for ticket Management, Phone and Email response times, and Customer Satisfaction scores.
• Review cases for technical complexity and make recommendations to team members with regards escalation according to departmental Best Practice.
• Use and create knowledgebase articles based on new product information, support incidents, and/or common or critical issues.
• Adhere to DigiCert Support Services best practices.
• Participate in departmental projects.
• Actively participate in team and departmental meetings by providing feedback on current day to day activity and recommendations for improvement.
• Perform hands-on installation, configuration, and troubleshooting of DigiCert DNS services.

What You Have

• 1+ years Technical Support or IT client interfacing experience
• Computer Science, Information Systems or Information Technology qualification
• Willingness to work from 15h00 - 24h00 SAST (mandatory business requirement)
• Native, bi-lingual or business proficiency in English (essential)
• Previous experience with CDN, monitoring solutions, web hosting services, or network services (strongly preferred)
• Experience working with enterprise customers, with the ability to diffuse complex customer challenges
• Ability to gather customer requirements and challenges
• Ability to analyze complex situations and work cross-functionally towards a solution
• Excellent written and verbal communications skills
• Basic understanding of DNS.
• Strong troubleshooting and critical thinking skills, strong attention to detail, some experience with Linux and UNIX OS systems, and some basic working knowledge of networking.
• Demonstrates the ability to work well in a fast-paced, challenging environment as part of a dynamic team of professionals and can communicate effectively in group settings as well as to senior management
• Previous experience with Sales Engineering, Customer Service, or other customer-facing roles (advantageous)
• Previous experience with project management / PMP, CAPM, or other Project Management certification (advantageous)
• Adaptable, versatile, customer obsessed, solution-oriented, proactive and passionate about technology (advantageous)