Technical Support Analyst (French Speaker)
A hybrid technical support role in Cape Town at DigiCert, acting as the first point of contact for customers of its digital-trust platform (PKI, SSL certificates, DNS/certificate lifecycle management), resolving issues via tickets, email, phone and chat. Requires fluent French and English plus 2+ years of technical support experience.
- Compensation
- Not disclosed
- Location
- Cape Town
- Work setup
- Hybrid
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 2+ years
- Category
- It support
- Posted
Skills
Must have
- Professional working proficiency in French and English
- 2+ years technical support or IT client interfacing experience
- Matriculation Certificate
- Basic understanding of Internet principles, terminology and functionality
- Basic understanding of networking protocols and devices, web servers and VPN
Nice to have
- Tertiary qualification in Computer Science, Information Systems or Information Technology
- Understanding of PKI, SSL, Code signing, HTML, DNS, S/MIME, SMTP and networking protocols
- Familiarity with UNIX script commands and website/web server administration
- Administrative knowledge of Microsoft Windows Servers, Apache (OpenSSL), Linux and other server administration
- Certifications such as CISSP, MCSE and CCNA
Full description
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
Job summary
We are in the market for a Technical Support Analyst (French Speaker) to join our Technical Support team in Cape Town. As a 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.
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 always provide a delightful customer experience
- 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 Centered 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 always meet customer needs
What you will have
- Professional working proficiency in French and English (Essential)
- 2+ years technical support or IT client interfacing experience
- Matriculation Certificate (essential) and/or Tertiary qualification in Computer Science, Information Systems or Information Technology (advantageous)
- 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)