Technical Support Analyst, Americas

1 day ago

Cape Town, Western Cape, South Africa DigiCert Full time R40 000 - R80 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 customersBuild successful long-term relationships with external clients to ensure customer loyaltyPartner with technical support engineers to resolve issues reported by customersEngage with internal and external customers via support tickets, email, phone, and chatReceive inbound customer emails or calls and place outbound follow up emails or calls during scheduled hours to provide a delightful customer experience at all timesAchieve 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) principlesGather accurate information and document customer issues in our CRM toolRemain 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 English1+ years technical support or IT client interfacing experienceMatriculation Certificate (essential) and/or Tertiary qualification in Computer Science, Information Systems or Information Technology (advantageous)Basic understanding of Internet principles, terminology and functionalityBasic understanding of networking protocols and devices, web servers and VPNUnderstanding 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 FundMedical Aid + Gap CoverEmployee Assistance ProgramEducation Support ProgramGym ReimbursementLife InsuranceDisability Insurance

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