<div class="content-intro">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&nbsp;<a href="http://www.digicert.com/">www.digicert.com</a></div>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.&nbsp; &nbsp; What you will do <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <div id="page-1" class="_1mT5xdRAKS _0KLXrut28M _2XsHFMIZbP _0adFHsIZbP" data-testid="page-0">Deliver world-class customer service to resolve customer concerns and retain customers </div> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <div id="page-1" class="_1mT5xdRAKS _0KLXrut28M _2XsHFMIZbP _0adFHsIZbP" data-testid="page-0">Build successful long-term relationships with external clients to ensure customer loyalty </div> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <div id="page-1" class="_1mT5xdRAKS _0KLXrut28M _2XsHFMIZbP _0adFHsIZbP" data-testid="page-0">Partner with technical support engineers to resolve issues reported by customers </div> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <div id="page-1" class="_1mT5xdRAKS _0KLXrut28M _2XsHFMIZbP _0adFHsIZbP" data-testid="page-0">Engage with internal and external customers via support tickets, email, phone, and chat</div> <div id="page-2" class="_1mT5xdRAKS _0KLXrut28M _2XsHFMIZbP _0adFHsIZbP" data-testid="page-1"></div> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <div id="page-2" class="_1mT5xdRAKS _0KLXrut28M _2XsHFMIZbP _0adFHsIZbP" data-testid="page-1">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 </div> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <div id="page-2" class="_1mT5xdRAKS _0KLXrut28M _2XsHFMIZbP _0adFHsIZbP" data-testid="page-1">Achieve productivity related targets including support tickets processed, average response time, average time to close, etc. </div> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <div id="page-2" class="_1mT5xdRAKS _0KLXrut28M _2XsHFMIZbP _0adFHsIZbP" data-testid="page-1">Actively contribute to Web self-help by using Knowledge Centred Support (KCS) principles </div> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <div id="page-2" class="_1mT5xdRAKS _0KLXrut28M _2XsHFMIZbP _0adFHsIZbP" data-testid="page-1">Gather accurate information and document customer issues in our CRM tool </div> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <div id="page-2" class="_1mT5xdRAKS _0KLXrut28M _2XsHFMIZbP _0adFHsIZbP" data-testid="page-1">Remain up to date with all aspects of the SSL certificate products to meet customer needs at all times</div> </li> </ul> &nbsp; What you will have <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Professional working proficiency in German (essential)</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">1+ years technical support or IT client interfacing experience</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Computer Science, Information Systems or Information Technology qualification</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Basic understanding of Internet principles, terminology and functionality</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Basic understanding of networking protocols and devices, web servers and VPN</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Understanding of PKI, SSL, Code signing, HTML, DNS, S/MIME, SMTP, and networking protocols (advantageous)</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Familiarity with UNIX script commands, website/web server administration (advantageous)</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Administrative knowledge of Microsoft Windows Servers, Apache (OpenSSL), Linux and other Server administration (advantageous)</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Certifications such as CISSP, MCSE and CCNA (advantageous)</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Adaptable, versatile, customer obsessed, solution-oriented, proactive and passionate about technology</li> </ul> &nbsp; Benefits <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Competitive compensation and comprehensive benefits package&nbsp;&nbsp;</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Generous paid time off, including holidays and&nbsp;additional&nbsp;leave options&nbsp;&nbsp;</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Family-friendly leave policies, including maternity, paternity, and other supportive leave programs&nbsp;&nbsp;</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Health and wellness support, including medical&nbsp;cover&nbsp;(where applicable), gym reimbursements, and mental well-being resources&nbsp;&nbsp;</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Pension, life insurance, and income protection benefits (location dependent)&nbsp;&nbsp;</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Employee Assistance Program with 24/7 confidential support for employees and their families&nbsp;&nbsp;</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Education&nbsp;assistance&nbsp;and professional development opportunities&nbsp;&nbsp;</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Access to LinkedIn Learning and continuous learning resources&nbsp;&nbsp;</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Employee referral bonus program and&nbsp;additional&nbsp;company&nbsp;perks&nbsp;and discounts&nbsp;&nbsp;</li> <li>Business travel insurance and global employee support programs</li> </ul> &nbsp; &nbsp; 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. #LI-MG1 &nbsp; __PRESENT __PRESENT __PRESENT