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About the role
<div class="content-intro"><p style="line-height: 1.4;"><span style="color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Who we are</strong></span></p>
<p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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 <a href="http://www.digicert.com/">www.digicert.com</a></span></p></div><p style="line-height: 1.4;"> </p>
<p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Job summary</strong></span></p>
<p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">We are in the market for a Technical Support Analyst with business proficiency in Spanish 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.</span></p>
<p style="line-height: 1.4;"> </p>
<p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>What you will do</strong></span></p>
<ul>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">
<div id="page-1" class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" 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="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" 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="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-0">Partner with technical support engineers to resolve issues reported by customers</div>
<div id="page-2" class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1"></div>
</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">
<div id="page-2" class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1">Engage with internal and external customers via support tickets, email, phone, and chat</div>
</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">
<div id="page-2" class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" 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="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" 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="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1">Actively contribute to Web self-help by using Knowledge Centered Support (KCS) principles</div>
</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">
<div id="page-2" class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" 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="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" 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>
<p style="line-height: 1.4;"> </p>
<p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>What you will have</strong></span></p>
<ul>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">
<div id="page-2" class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1">Professional working proficiency in Spanish (essential)</div>
</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">
<div id="page-2" class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1">1+ years technical support or IT client interfacing experience</div>
</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">
<div id="page-2" class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1">Computer Science, Information Systems or Information Technology qualification</div>
</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">
<div id="page-2" class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1">Basic understanding of Internet principles, terminology and functionality</div>
</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">
<div id="page-2" class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1">Basic understanding of networking protocols and devices, web servers and VPN</div>
</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">
<div id="page-2" class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1">Understanding of PKI, SSL, Code signing, HTML, DNS, S/MIME, SMTP, and networking protocols (advantageous)</div>
</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">
<div id="page-2" class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1">Familiarity with UNIX script commands, website/web server administration (advantageous)</div>
</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">
<div id="page-2" class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1">Administrative knowledge of Microsoft Windows Servers, Apache (OpenSSL), Linux and other Server administration (advantageous)</div>
<div id="page-3" class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-2"></div>
</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">
<div id="page-3" class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-2">Certifications such as CISSP, MCSE and CCNA (advantageous)</div>
</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">
<div id="page-3" class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-2">Adaptable, versatile, customer obsessed, solution-oriented, proactive and passionate about technology</div>
</li>
</ul>
<p style="line-height: 1.4;"> </p>
<p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Benefits</strong></span></p>
<ul>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span data-contrast="auto">Competitive compensation and comprehensive benefits package </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span data-contrast="auto">Generous paid time off, including holidays and additional leave options </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span data-contrast="auto">Family-friendly leave policies, including maternity, paternity, and other supportive leave programs </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span data-contrast="auto">Health and wellness support, including medical </span><em><span data-contrast="auto">cover</span></em><span data-contrast="auto"> (where applicable), gym reimbursements, and mental well-being resources </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span data-contrast="auto">Pension, life insurance, and income protection benefits (location dependent) </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span data-contrast="auto">Employee Assistance Program with 24/7 confidential support for employees and their families </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span data-contrast="auto">Education assistance and professional development opportunities </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span data-contrast="auto">Access to LinkedIn Learning and continuous learning resources </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span data-contrast="auto">Employee referral bonus program and additional company perks and discounts </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span data-contrast="auto">Business travel insurance and global employee support programs</span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></span></li>
</ul>
<p> </p>
<p><span data-contrast="none">#LI-MG1</span></p>
Perks & benefits
- Paid Time Off
- Free Gym Membership
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