Technical Support Analyst

7 days ago

Johannesburg, South Africa DigiCert Full time

**WHO WE ARE**:
DigiCert is the world's premier provider of high-assurance digital certificates and we secure:

- 97 of the top 100 banks
- 89% of Fortune500 companies
- 81% of all e-commerce traffic

Join us in finding better ways to help people believe in their digital interactions, and transform yourself and the connected world we live in.

***:
We are in the market for a Technical Support Analyst with **native, bi-lingual or business proficiency in German** 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.

**_
Please note that this position is based in Cape Town._**

**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 HAVE**:

- Native, bi-lingual or business proficiency in **German (essential)**:

- Computer Science, Information Systems or Information Technology qualification
- 1+ years technical support or IT client interfacing experience
- 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

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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