Technical Support Analyst (Portuguese or Italian Speaker)

Webhosting; Cape Town; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Health and wellness support

Gym reimbursements

Mental well-being resources

Job summary

DigiCert is seeking a Technical Support Analyst (Portuguese or Italian Speaker) to join our Cape Town team in a hybrid full-time role. You will be the primary contact for customers, collaborating with product, engineering and marketing to resolve issues and drive improvements.

Responsibilities include handling support tickets via email, phone and chat, maintaining high customer satisfaction, and contributing to self-help knowledge using KCS principles.

Qualifications

• Bi-lingual support experience preferred (Portuguese or Italian).
• 2+ years in technical support or IT client interfacing.
• Basic understanding of Internet principles and networking.

Responsibilities

• Deliver world-class customer service to resolve concerns and retain customers.
• Build long-term relationships with clients and partner with internal teams to resolve issues.
• Engage with customers via support tickets, email, phone and chat.
• Document customer issues in our CRM tool with accurate details.
• Stay up to date with SSL certificate products to meet customer needs.

Skills

Portuguese

Italian

Education

Matriculation Certificate

Tertiary qualification in Computer Science/Information Technology

Tools

CRM tool

Job description

Technical Support Analyst (Portuguese or Italian 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 (Portuguese or Italian 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 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 Portuguese or Italian (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
• Health and wellness support, including medicalcover (where applicable), gym reimbursements, and mental well-being resources