DigiCert
Technology
TechnicalSupportAnalyst-SpanishSpeaker
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Technical Support Analyst - Spanish Speaker at DigiCert. Skills: Technical support, Customer service, Spanish proficiency. Deliver world-class customer service. Resolve customer concerns”
What You'll Achieve.
Achieve productivity related targets
Industry & Context.
Resolve customer concerns; Resolve issues reported by customers
What They're Looking For.
Must Have
Professional working proficiency in Spanish, 1+ years technical support experience, 1+ years IT client interfacing experience, Computer Science qualification, Information Systems qualification, Information Technology qualification, Basic understanding of Internet principles, Basic understanding of networking protocols, Basic understanding of networking devices, Basic understanding of web servers, Basic understanding of VPN
Nice to Have
Understanding of PKI, Understanding of SSL, Understanding of Code signing, Understanding of HTML, Understanding of DNS, Understanding of S/MIME, Understanding of SMTP, Understanding of networking protocols, Familiarity with UNIX script commands, Familiarity with website administration, Familiarity with web server administration, Administrative knowledge of Microsoft Windows Servers, Administrative knowledge of Apache (OpenSSL), Administrative knowledge of Linux, Administrative knowledge of other Server administration, CISSP certification, MCSE certification, CCNA certification
What You'll Do.
Deliver world-class customer service
Resolve customer concerns
Build long-term relationships with clients
Ensure customer loyalty
Partner with technical support engineers
Resolve issues reported by customers
Engage with internal customers
Engage with external customers
Receive inbound customer emails
Receive inbound customer calls
Place outbound follow up emails
Place outbound follow up calls
Achieve productivity targets
Process support tickets
Contribute to Web self-help
Use Knowledge Centered Support principles
Gather accurate information
Document customer issues
How You'll Work.
Team & Collaboration
Partner with product teams; Partner with engineering teams; Partner with marketing teams; Partner with technical support engineers
Communication Scope
Support tickets; 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 with business proficiency in Spanish 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 Professional working proficiency in Spanish (essential)
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