Technical Support Analyst (Dutch Speaker)

DigiCert; Upington; Remote; ZAR 200,000 - 300,000; Full time

Job summary

A leading global security authority is looking for a Technical Support Analyst with business proficiency in Dutch. As a primary contact for customers, you will collaborate with product and engineering teams to resolve issues and ensure customer satisfaction. Ideal candidates have over a year of technical support experience and a Matric qualification. This role is fully remote and offers various benefits like medical aid, provident fund, and education support.

Benefits

Provident Fund

Medical Aid + Gap Cover

Employee Assistance Program

Education Support Program

Gym Reimbursement

Life Insurance

Disability Insurance

Sabbatical

Qualifications

• 1+ years technical support or IT client interfacing experience.
• Basic understanding of Internet principles and functionality.
• Familiarity with networking protocols and devices.

Responsibilities

• Deliver world-class customer service to resolve customer concerns.
• Build successful long-term relationships with external clients.
• Partner with technical support engineers to resolve issues.

Skills

Dutch proficiency

Customer service

Technical support

Problem-solving

Adaptability

Education

Matric qualification

Computer Science or related

Tools

CRM tools

UNIX commands

Windows Server administration

Job description

Who we are

We're a leading, global security authority that's disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to the little things like surgically embedded pacemakers. We help companies put trust - an abstract idea - to work. That's digital trust for the real world.

Job summary

We are in the market for a Technical Support Analyst with business proficiency in Dutch to join our Technical Support team.

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.

This is a remote position

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 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

What you will have

• 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
• 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

#LI-GA1

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