Technical Support Analyst

4 months ago

Cape Town, South Africa DigiCert Full time

**Who we are**

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 - an abstract idea - to work. That's digital trust for the real world.

**Job Summary**

We are in the market for a Technical Support Analyst (French 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
- 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 will have**
- Fluent in French (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

**Benefits**
- Provident Fund
- Medical Aid + Gap Cover
- Employee Assistance Program
- Gym Reimbursement
- Life Insurance
- Disability Insurance
- Sabbatical

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