Technical Support Analyst (Spanish Speaker)

Job Description

DigiCert is seeking a Spanish-speaking Technical Support Analyst to join our Cape Town team, focusing on delivering top-tier support for SSL certificate services. You will resolve customer issues, collaborate with internal teams, and ensure a seamless experience, reflecting DigiCert’s commitment to overcoming the challenges of complex SSL certificate processes and poor customer service experienced in 2003.

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