Technical Support Analyst

2 weeks ago

Cape Town, Western Cape, South Africa DigiCert, Inc. Full time
at DigiCert
Cape Town

ABOUT DIGICERT
We're a leading, global security authority that's disrupting our own category.

Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to the little things like surgically embedded pacemakers.

We help companies put trust-and abstract idea-to work. That's digital trust for the real world.

As Technical Support Analyst 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.


RESPONSIBILITIES
Answer questions and troubleshoot DNS and monitoring configurations
Review DNS and monitoring configurations of DigiCert DNS and monitoring.
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.
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.

QUALIFICATIONS
1+ years Technical Support or IT client interfacing experience
Computer Science, Information Systems or Information Technology qualification
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)

BENEFITS:

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

DigiCert is an Equal Opportunity employer and is committed to diversity in its workforce.

In compliance with applicable federal and state laws, DigiCert prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran's status, status as a qualified person with a disability, or genetic information.

Individuals from historically underrepresented groups, such as minorities, women, qualified person with disabilities, and protected veterans are strongly encouraged to apply.

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