Technical Support Analyst (German Speaker)

DigiCert; Cape Town; On-site; ZAR 300,000 - 320,000; Full time

Benefits offered by this job

Competitive compensation

Pension plan

Health coverage

Learning resources

Job summary

DigiCert is hiring a Technical Support Analyst in Cape Town who will be the primary contact for customers and work with product, engineering and marketing teams to resolve issues and drive improvements. This is a hybrid role in Cape Town.

You will deliver world-class service, build client loyalty, and stay up-to-date with SSL and PKI knowledge while meeting productivity targets and contributing to self-help resources.

Qualifications

• Professional German language skills (essential).
• 1+ years in technical support or IT client interfacing.
• Computer Science, Information Systems or Information Technology qualification.

Responsibilities

• Provide world-class customer service to resolve concerns.
• Build long-term relationships with external clients.
• Collaborate with product, engineering and marketing to resolve issues.

Skills

German proficiency

Tech support exp

IT client interfacing

Education

CS/IS/IT degree

Job description

Overview

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 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

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

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.

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.

Base Salary: R300,000 — R320,000 ZAR