Technical Support Analyst
DigiCert
Cape Town
2d ago

JOB DESCRIPTION

DigiCert’s Technical Support team exhibits high energy, deep technical skills and a drive to get things done. We are looking for an energetic team-player with excellent organization, communication and technical skills to handle customer service inquiries concerning DigiCert's Security Services products.

The ideal candidate will have a passion for providing customers with a world-class experience. This person will act as the primary point of contact for our customers and will work with DigiCert's product, engineering and marketing teams to share customer feedback to drive improvements.

A Technical Support Analyst will be immersed in DigiCert's fast-paced environment and will be expected to proactively contribute suggestions about how to make our customers and DigiCert successful.

RESPONSIBILITIES

  • Deliver excellent customer service in order to resolve customer concerns and retain customers.
  • Respond to incoming customer inquiries about Digicert products
  • Provide superior customer service and build successful long-term relationships with external clients to ensure customer loyalty
  • You may need to work with technical support engineers to resolve issues reported by customers.
  • You will be communicating via support tickets, email, phone, and chat.
  • Receive inbound customer emails / calls and place outbound follow up emails / calls during scheduled hours, providing an excellent 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 Centered Support (KCS) principles
  • Demonstrate ability to accurately gather information and document customer issues through the CRM tool
  • Remain fully aware of the availability of all aspects of the SSL certificate products so that every opportunity to meet our customer's needs is taken.
  • Arrive to work on time, have no unauthorized absences, and ensure accurate recording of time-sheet information.
  • Achieve and maintain high levels of customer satisfaction
  • JOB COMPETENCIES (Knowledge, Skills and Experience)

  • Minimum of a BS in Computer Science, related technical degree, or equivalent work experience.
  • Understanding of PKI, SSL, Codesigning, HTML, DNS, S / MIME, SMTP, and networking protocols are a plus
  • Basic understanding of Internet principles, terminology and functionality.
  • Familiarity with UNIX script commands, website / web server administration a strong plus.
  • Certifications are a plus (i.e. CISSP, MCSE, CCNA).
  • 0 - 2 years technical support or IT experience interfacing with external clients.
  • Administrative Knowledge of Microsoft Windows Servers and Apache (OpenSSL). Linux and other Server administration knowledge a plus
  • Basic understanding of networking protocols and devices, web servers and VPN.
  • ATTRIBUTES

  • Ability to think on your feet good problem-solving skills.
  • Must display Values (Innovation, Action, Customer driven, and Trust) in actions and work.
  • Possess a positive attitude and outlook.
  • Customer-focused and can demonstrate mastery of customer service skills.
  • Customer-facing experience (you have dealt with customers directly, and you are a people-person who knows how to talk to clients).
  • Strong problem solving and analytical skills.
  • Ability to multi-task.
  • Quickly adapt to new technology and terminology.
  • Ability to work individually as well as in a team environment.
  • Be proactive, self-directed, detailed and organized in order to take lead of any situation.
  • Excellent English and Spanish / German written and oral communication skills
  • Additional languages are a plus
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