Technical Support Analyst (German Speaker)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, and entire country financial systems.
We help companies put trust - an abstract idea - to work.
That's digital trust for the real world.Job summaryWe 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 doDeliver 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 timesWhat you will haveProfessional working proficiency in German (business essential)1+ years technical support or IT client interfacing experienceComputer Science, Information Systems or Information Technology qualificationBasic 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
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