Technical Support Analyst, Americas

2 days ago

Cape Town, Western Cape, South Africa DigiCert Full time R600 000 - R850 000 per year

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 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 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

  • Professional working proficiency in English
  • 1+ years technical support or IT client interfacing experience
  • Matriculation Certificate (essential) and/or Tertiary qualification in Computer Science, Information Systems or Information Technology (advantageous)
  • 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
  • Education Support Program
  • Gym Reimbursement
  • Life Insurance
  • Disability Insurance

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