Technical Support Analyst

Summary

Join DigiCert's Technical Support team as a Technical Support Analyst and become the primary point of contact for customers. Partner with product, engineering, and marketing teams to resolve issues and improve customer success. This remote position requires delivering world-class customer service, building strong client relationships, and collaborating with engineers. Responsibilities include handling inbound and outbound customer communications, meeting productivity targets, contributing to web self-help resources, documenting issues, and staying updated on SSL certificate products. The ideal candidate will possess strong technical skills and a passion for technology.

Requirements

• Professional working proficiency in Dutch (essential)
• 1+ years technical support or IT client interfacing experience
• Matric qualification (essential) and/or Computer Science, Information Systems or Information Technology qualification (advantageous)
• Basic understanding of Internet principles, terminology and functionality
• Basic understanding of networking protocols and devices, web servers and VPN

Responsibilities

• 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

Preferred Qualifications

• 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
• Sabbatical