Job description

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 with business proficiency in 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.

This is a hybrid position 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
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 French (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