Technical Support Analyst (French Speaker)

digicert; Cape Town; Híbrido; ZAR 240.000 - 360.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation

Generous paid time off

Health and wellness resources

Pension and life insurance

Education assistance and LinkedIn学习

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer service

Communication

Problem solving

Time management

Educación

Matriculation Certificate

Information Technology degree

Herramientas

Zendesk

CRM software

Web servers

Descripción del empleo

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 (French Speaker) to join our Technical Support team in Cape Town. As a 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 hybrid position in Cape Town.

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 always provide a delightful customer experience
• 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 always meet customer needs

What you will have

• Professional working proficiency in French and English (Essential)
• 2+ years technical support or IT client interfacing experience
• Matriculation Certificate (essential) and/or Tertiary qualification in Computer Science, Information Systems or Information Technology (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

• Competitive compensation and comprehensive benefits package
• Generous paid time off, including holidays and additional leave options
• Family-friendly leave policies, including maternity, paternity, and other supportive leave programs
• Health and wellness support, including medical cover (where applicable), gym reimbursements, and mental well-being resources
• Pension, life insurance, and income protection benefits (location dependent)
• Employee Assistance Program with 24/7 confidential support for employees and their families
• Education assistance and professional development opportunities
• Access to LinkedIn Learning and continuous learning resources
• Employee referral bonus program and additional company perks and discounts
• Business travel insurance and global employee support programs

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