Technical Support Analyst (Spanish Speaker)

Job Description

DigiCert is seeking a Technical Support Analyst with Spanish proficiency to join our Cape Town-based Technical Support team. In this role, you will serve as the primary point of contact for customers, delivering exceptional service to resolve SSL certificate-related issues. Collaborating with product, engineering, and marketing teams, you will drive customer success, address technical queries, and enhance user experience, aligning with DigiCert’s mission to simplify and improve the SSL certificate process.

Requirements

• 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

Responsibilities

• 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
• Achieve productivity-related targets, including support tickets processed, average response time, and average time to close
• 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 SSL certificate products to meet customer needs