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    • Technical Support Analyst - Cape Town - DigiCert

    DigiCert
    DigiCert Cape Town

    1 month ago

    DigiCert background
    Description

    Digital Trust Authority

    Establishing trust in a rapidly evolving digital world through innovative security solutions.

    We're a leading global authority that's disrupting our industry. Our encryption is trusted by major e-commerce brands, top companies, cloud providers, and even critical infrastructure such as medical devices. We empower organizations to harness the power of digital trust.

    About This Role

    We seek an experienced Technical Support Analyst to join our Technical Support team in Cape Town. As a Technical Support Analyst, you'll be the primary point of contact for our customers, collaborating with cross-functional teams to resolve issues, drive improvements, and ensure customer success.

    Key Responsibilities

    1. Deliver exceptional customer service to resolve concerns and retain customers.
    2. Foster long-term relationships with external clients to maintain loyalty.
    3. Partner with technical support engineers to resolve customer-reported issues.
    4. Engage with internal and external customers via support tickets, email, phone, and chat.
    5. Address inbound customer inquiries and initiate follow-up communications to provide a seamless experience.
    6. Achieve productivity targets, including support ticket processing, response time, and resolution rates.
    7. Contribute to self-help resources using Knowledge-Centered Support (KCS) principles.
    8. Gather accurate information and document customer issues in our CRM tool.
    9. Stay up-to-date on SSL certificate products to meet customer needs.

    Requirements

    1. 1+ years of technical support or IT client-facing experience.
    2. Computer Science, Information Systems, or Information Technology degree.
    3. Familiarity with internet fundamentals, terminology, and functionality.
    4. Basic understanding of networking protocols, devices, web servers, and VPNs.
    5. Knowledge of PKI, SSL, code signing, HTML, DNS, S/MIME, SMTP, and networking protocols (desired).
    6. Experience with UNIX script commands, website/web server administration (desired).
    7. Administrative knowledge of Microsoft Windows Servers, Apache (OpenSSL), Linux, and other server administration (desired).
    8. Certifications such as CISSP, MCSE, and CCNA (desired).
    9. Adaptable, versatile, customer-focused, solution-oriented, proactive, and passionate about technology.
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