Technical Support Analyst (Spanish Speaker)

DigiCert; Bloemfontein; On-site; ZAR 180,000 - 240,000; Full time

Job summary

A global security authority in Bloemfontein is seeking a Technical Support Analyst. This role requires professional working proficiency in Spanish and at least one year of technical support experience. The successful candidate will resolve customer issues and partner with cross-functional teams. Benefits include medical aid, employee assistance, and gym reimbursement.

Benefits

Provident Fund

Medical Aid + Gap Cover

Gym Reimbursement

Employee Assistance Program

Life Insurance

Qualifications

• 1+ years technical support or IT client interfacing experience.
• Basic understanding of networking protocols, web servers, and VPN.
• Understanding of HTML, DNS, S/MIME, SMTP, networking protocols.

Responsibilities

• Deliver world-class customer service to resolve customer concerns.
• Build long-term relationships with external clients to ensure loyalty.
• Partner with technical support engineers to resolve customer issues.

Skills

Professional working proficiency in Spanish

Technical support or IT client interfacing experience

Understanding of PKI, SSL, Code signing

Adaptability and customer obsession

Education

Computer Science, Information Systems or Information Technology qualification

Tools

Microsoft Windows Servers

Linux Server administration

Job description

Who we are

We're a leading, global security authority that's disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to the little things like surgically embedded pacemakers. We help companies put trust - an abstract idea - to work. That's digital trust for the real world.

Job summary

We are in the market for a Technical Support Analyst with business proficiency in Spanish 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.

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 Spanish (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

• Provident Fund
• Medical Aid + Gap Cover
• Employee Assistance Program
• Education Support Program
• Gym Reimbursement
• Life Insurance
• Disability Insurance
• Sabbatical