Job summary<\/p>\n
\tWe are in the market for a Technical Support Analyst with business proficiency in French Speaker 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.
\n\tDigiCert\u2019s Technical Support team exhibit high energy, deep technical skills and a drive to get things done.
\n\tThis is a hybrid position in Cape Town. \u00a0<\/p>\n
What you will do<\/p>\n
\tDeliver world-class customer service to resolve customer concerns and retain customers
\n\tBuild successful long-term relationships with external clients to ensure customer loyalty
\n\tPartner with technical support engineers to resolve issues reported by customers
\n\tEngage with internal and external customers via support tickets, email, phone, and chat
\n\tReceive 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
\n\tAchieve productivity related targets including support tickets processed, average response time, average time to close, etc.
\n\tActively contribute to Web self-help by using Knowledge Centred Support (KCS) principles
\n\tGather accurate information and document customer issues in our CRM tool
\n\tRemain up to date with all aspects of the SSL certificate products to meet customer needs at all times<\/p>\n
What you will have<\/p>\n
\tProfessional working proficiency in French (essential)
\n\t1+ years technical support or IT client interfacing experience
\n\tComputer Science, Information Systems or Information Technology qualification
\n\tBasic understanding of Internet principles, terminology and functionality
\n\tBasic understanding of networking protocols and devices, web servers and VPN
\n\tUnderstanding of PKI, SSL, Code signing, HTML, DNS, S\/MIME, SMTP, and networking protocols (advantageous)
\n\tFamiliarity with UNIX script commands, website\/web server administration (advantageous)
\n\tAdministrative knowledge of Microsoft Windows Servers, Apache (OpenSSL), Linux and other Server administration (advantageous)
\n\tCertifications such as CISSP, MCSE and CCNA (advantageous)
\n\tAdaptable, versatile, customer obsessed, solution-oriented, proactive and passionate about technology<\/p>\n
Benefits<\/p>\n
\tProvident Fund
\n\tMedical Aid + Gap Cover
\n\tEmployee Assistance Program
\n\tEducation Support Program
\n\tGym Reimbursement
\n\tLife Insurance
\n\tDisability Insurance
\n\tSabbatical<\/p>\n
Apply via company website ( ) or<\/p>\n
www.digicert.com<\/p>\n
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