DigiCert
intelligent trust
TechnicalSupportAnalyst
Neural analysis suggests this role is
optimal for Entry candidates.
“Technical Support Analyst at DigiCert. Skills: Technical Support, Customer Service, Problem Resolution. Deliver world-class customer service to resolve customer concerns and retain customers. Build successful long-term relationships with external clients to ensure customer loyalty”
What You'll Achieve.
retain customers; ensure customer loyalty; Achieve productivity related targets including support tickets processed, average response time, average time to close, etc.
Industry & Context.
resolve customer issues; resolve issues reported by customers
What They're Looking For.
Must Have
2+ years technical support or IT client interfacing experience, Computer Science, Information Systems or Information Technology qualification, Basic understanding of Internet principles, terminology and functionality, Basic understanding of networking protocols and devices, web servers and VPN
Nice to Have
Understanding of PKI, SSL, Code signing, HTML, DNS, S/MIME, SMTP, and networking protocols, Familiarity with UNIX script commands, website/web server administration, Administrative knowledge of Microsoft Windows Servers, Apache (OpenSSL), Linux and other Server administration, Certifications such as CISSP, MCSE and CCNA
What You'll 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
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
Actively contribute to Web self-help by using Knowledge Centered 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
How You'll Work.
Team & Collaboration
Partner with product, engineering and marketing teams to resolve customer issues, drive improvements and set customers up for success; Partner with technical support engineers to resolve issues reported by customers
Communication Scope
email; phone; chat
Full Job Description
Who we are DigiCert is a global leader in intelligent trust. We protect the digital world by ensuring the security, privacy, and authenticity of every interaction. Our AI-powered DigiCert ONE platform unifies PKI, DNS, and certificate lifecycle management, to secure infrastructure, software, devices, messages, AI content and agents. Learn why more than 100,000 organizations, including 90% of the Fortune 500, choose DigiCert to stop today’s threats and prepare for a quantum-safe future at www.digicert.com Job summary We are in the market for a Technical Support Analyst, EMEA 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 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 Centered 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 2+ years technical support or IT client interfacing experience Computer Science, Infor
Applying for this Technical Support Analyst role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
ANONYMOUS · UNFILTERED
What do employees actually say about DigiCert?
Real rants from real employees. Read before you apply.