Technical Support Analyst EMEA Mandarin Speaker

4 weeks ago

South Africa timesjobs Full time

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.

POSITION SUMMARY

We are in the market for a Technical Support Analyst, EMEA, who is fluent in Mandarin and has professional working proficiency in English 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.

DigiCerts 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
Fluent in Mandarin (written and verbal) and professional working proficiency in English (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

SOME DIGICERT 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, veterans 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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