Technical Support Analyst (German Speaker)

Webhosting; Cape Town; On-site; ZAR 279,000 - 468,720; Full time

Benefits offered by this job

Hybrid work model

Professional development opportunities

Job summary

DigiCert is seeking a Technical Support Analyst (German Speaker) to join our Cape Town team in a hybrid role. You will be the primary contact for customers, collaborating with product, engineering and marketing to resolve issues and drive improvements, ensuring customers are set up for success.

You will work with tickets, email, phone and chat, maintaining high energy and strong technical skills while meeting productivity targets and contributing to self-help resources using KCS principles.

Qualifications

• German language proficiency is essential for this role.
• At least 1+ years in technical support or IT client interfacing.
• A Computer Science, Information Systems or Information Technology qualification is required.

Responsibilities

• Deliver world-class technical support to resolve customer issues and retain customers.
• Collaborate with product, engineering and marketing teams to drive improvements and customer success.
• Engage with customers via tickets, email, phone and chat to provide timely and helpful responses.
• Document customer issues accurately in the CRM and stay up to date with SSL certificate products.

Skills

German proficiency

Technical support experience

Education

Computer Science / Information Technology qualification

Tools

UNIX scripting

Linux

Windows Server

OpenSSL / SSL

DNS / Networking

Job description

Technical Support Analyst (German Speaker)

Hybrid Full-time Not specified Customer Support

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 German Speaker 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.

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 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 German (essential)
• 1+ 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
• 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
• Health and wellness support, including medicalcover(where applicable), gym reimbursements, and mental well-being resources

To protect candidate information and maintain a secure hiring process, all applications must be submitted through our careers portal. Resumes or CVs sent directly via email will not be reviewed or considered.

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Compensation Transparency:

The annualized base salary range for this position is outlined below.

Each candidate’s compensation offer will be determined based on factors including experience, skills, qualifications, job duties, business needs, and location. For roles that include additional compensation components, total compensation may include base pay, bonus, equity, or other incentives.

This role may also be eligible for benefits, which will be discussed during the hiring process. We are committed to fair and transparent pay practices and comply with all applicable pay transparency requirements. If you would like more information about compensation or benefits, we are happy to provide additional details during the hiring process.

For more information regarding our comprehensive benefits, see the benefits section.