Technical Support Analyst, Americas
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Job Location:
Cape Town - South Africa
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Who we are
Were a leading global security authority thats disrupting our own category. Our encryption is trusted by the major ecommerce brands the worlds 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. Thats digital trust for the real world.
Job 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.
DigiCerts 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 will have
- Professional working proficiency in English
- 1 years technical support or IT client interfacing experience
- Matriculation Certificate (essential) and/or Tertiary qualification in Computer Science Information Systems or Information Technology (advantageous)
- 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
Benefits
- Provident Fund
- Medical Aid Gap Cover
- Employee Assistance Program
- Education Support Program
- Gym Reimbursement
- Life Insurance
- Disability Insurance
#LI-FP1
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Required Experience:
IC
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
DigiCert is the leading TLS/SSL Certificate Authority specializing in digital trust for the real world through PKI, IoT, DNS, Document & Software security solutions.
