Technical Support Analyst - DigiCert, Inc.

DigiCert is the world’s premier provider of high-assurance digital certificates.

We are driven by the idea of finding a better way:

• A better way to provide authentication on the internet.

• A better way to tailor solutions to our customers’ needs.

• A better way to enrich our employees’ lives with opportunities to create the unexpected.

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

Position 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 Have

• 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/webserver 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, a qualified persons with disabilities, and protected veterans are strongly encouraged to apply.