Technical Support Analyst (German Speaker) – Cape Town

WebHosting; Cape Town; Hybrid; ZAR 300,000 - 420,000; Full time

Job summary

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

This hybrid role demands strong technical skills, a customer-first mindset and the ability to manage tickets via our CRM.

Qualifications

• 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.
• Familiarity with UNIX script commands and website/web server administration (advantageous).
• Certifications such as CISSP, MCSE and CCNA (advantageous).

Responsibilities

• Deliver world-class customer service to resolve concerns and retain customers.
• Build 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.
• Gather accurate information and document customer issues in our CRM tool.
• Remain up to date with SSL certificate products to meet customer needs.

Skills

German language

Technical support

Customer service

CRM tools

UNIX scripting

Education

CS/IS/IT qualification

Tools

CRM tools

KCS

Job description

Technical Support Analyst (German Speaker) – Cape Town

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