Technical Support Analyst (German Speaker)
DigiCert
DigiCert is the leading TLS/SSL Certificate Authority specializing in digital trust for the real world through PKI, IoT, DNS, Document & Software security solutions.
We're a leading, global security authority that's disrupting our own category. Our encryption is trusted by major ecommerce brands, the world's largest companies, major cloud providers, entire country financial systems, and even 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 German 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 exhibits 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 German (business essential).
- 1+ years of 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.
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