French-Speaking Technical Support Analyst (Hybrid Cape Town)

digicert; Cape Town; Hybrid; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Competitive compensation

Generous paid time off

Health and wellness resources

Pension and life insurance

Education assistance and LinkedIn学习

Job summary

DigiCert in Cape Town is seeking a Technical Support Analyst fluent in French to join our team. You will be the primary contact for customers, collaborating with product, engineering and marketing to resolve issues and drive improvements.

This hybrid role offers a mix of remote and on-site work in Cape Town. You will handle tickets via email, phone and chat, build strong client relationships, meet productivity targets, and document issues in our CRM.

Qualifications

• Fluency in French and English is essential.
• 2+ years in technical support or IT client interfacing.
• Matriculation certificate or tertiary qualification in IT is advantageous.
• Basic understanding of Internet principles and networking.
• Familiarity with PKI/SSL, DNS, and related protocols is advantageous.

Responsibilities

• Deliver world-class customer service to resolve concerns and retain customers.
• Build long-term relationships with external clients to ensure loyalty.
• Engage with customers via support tickets, email, phone, and chat.
• Receive inbound inquiries and perform outbound follow-up to ensure satisfaction.
• Meet productivity targets like tickets processed and response times.
• Contribute to Web self-help using Knowledge Centered Support (KCS).
• Document customer issues in the CRM accurately.
• Stay up-to-date with SSL certificate products to meet customer needs.

Skills

Customer service

Communication

Problem solving

Time management

Education

Matriculation Certificate

Information Technology degree

Tools

Zendesk

CRM software

Web servers

Job description

DigiCert in Cape Town is seeking a Technical Support Analyst fluent in French to join our team. You will be the primary contact for customers, collaborating with product, engineering and marketing to resolve issues and drive improvements.

This hybrid role offers a mix of remote and on-site work in Cape Town. You will handle tickets via email, phone and chat, build strong client relationships, meet productivity targets, and document issues in our CRM.