Job Opportunities at DigiCert, Inc.

Position Summary

We are in the market for a Technical Support Analyst (German / Spanish Speaker) 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.

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 Centered 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 business proficiency in German or Spanish (essential)
• 1+ years technical support or IT client interfacing experience
• Computer Science, Information Systems or Information Technology qualification
• 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

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

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Position Summary

As Talent Acquisition Specialist you will play an important role in helping the Corporate hiring within EMEA and US. This is a six month contract.

What You Will Do

• Recruit and source for a variety roles for our Corporate teams (Product, Sales, Support, Engineering) for EMEA and US
• Partner closely with Corporate Leaders in Cape Town and US to grasp and understand their requirements and hiring timelines.
• Build quality engineering talent pipelines through creative and effective sourcing techniques outside of LinkedIn Recruiter.
• Consultative rapport building with international hiring managers across EMEA and US.
• Develop relationships with professional engineering societies or associations, as well as best-in-class universities in South Africa.
• Focus on diversity hiring while maintaining a high quality of hire bar to align with employment equity goals.
• Frequent meetings with hiring teams to guide them through the recruiting process.
• Perform competitor landscape analysis and build candidate target lists.
• Use Greenhouse to gather data to drive hiring decisions.
• Generate weekly recruiting reports.
• Perform background checks on new hires.
• Onboard new hires via Greenhouse Onboarding and JIRA
• Partner with our global service desk to ensure that equipment is available for new hires
• Develop relationships with external recruiting partners for short-term contract hiring (when required)

What You Have

• Tertiary qualification
• 3+ years’ full cycle recruitment across South Africa and US (essential)
• Proven hunter success track record with a focus on Corporate roles (essential)
• Internal tech company and/or IT recruitment agency experience (preferred)
• Strong talent hunter mentality with a solid tech community network to tap into
• Creative employer branding strategy experience
• Resiliency, ability to work independent, trustworthiness, creativity, solution-orientation, results-orientation, and passion for technology recruiting
• Ability to handle confidential information
• Ability to adapt and manage multiple priorities in a fast-paced environment (15-20 roles)
• Tool Experience: LinkedIn Recruiter, Greenhouse, Greenhouse Onboarding, ADP, JIRA, HireRight (advantageous)

Bonus Points For Experience With The Following

• Experience scaling fast-growing teams within a technology company
• Experience in diversity sourcing and recruiting
• Prior PKI and IoT recruiting experience

What’s In It For You

• Opportunity to scale a software development in Cape Town from scratch
• Exposure to international recruiting
• Provident Fund
• Medical Aid + Gap Cover
• Employee Assistance Program
• Gym Reimbursement
• Life Insurance
• Disability Insurance

go to method of application »

Position Summary

We are in the market for a Technical Support Analyst (German / Spanish Speaker) 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.

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 Centered 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 business proficiency in German or Spanish (essential)
• 1+ years technical support or IT client interfacing experience
• Computer Science, Information Systems or Information Technology qualification
• 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

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