Technical Support Analyst (AMS)
On-siteCape Town, Western Cape, South Africa
Job Summary
Answer questions and troubleshoot DNS and monitoring configurations for enterprise clients using DigiCert DNS and traffic monitoring solutions. Respond to client tickets, chats, and phone calls while performing hands-on installation, configuration, and troubleshooting of DigiCert DNS services. Document all activity and communicate with clients via video conferencing to propose configurations and recommend features that enhance their digital experience. Meet service level requirements for ticket management, response times, and customer satisfaction scores. Use and create knowledgebase articles based on new product information and common issues. Act as an advocate for the customer and participate in departmental projects and meetings to provide feedback on current activities.
Required Qualifications
- 1+ years Technical Support or IT client interfacing experience
- Computer Science, Information Systems or Information Technology qualification
- Proficiency in English (essential)
- Basic understanding of DNS
- Strong troubleshooting and critical thinking skills
- Strong attention to detail
- some experience with Linux and UNIX OS systems
- some basic working knowledge of networking
- Ability to translate technical network anomalies into plain language for clients
- Efficiency in managing multiple chat windows or support tickets simultaneously
- Ability to assist non-technical users with empathy during frustrating service outages
- Previous experience with Sales Engineering, Customer Service, or other customer-facing roles
- Previous experience with project management / PMP, CAPM, or other Project Management certification
- Adaptable, versatile, customer obsessed, solution-oriented, proactive and passionate about technology
- Ability to work well in a fast-paced, challenging environment as part of a dynamic team of professionals
- Ability to communicate effectively in group settings as well as to senior management
Desired Qualifications
- Previous experience with CDN, monitoring solutions, web hosting services, or network services (strongly preferred)
- Experience working with enterprise customers, with the ability to diffuse complex customer challenges
- Ability to gather customer requirements and challenges
- Ability to analyze complex situations and work cross-functionally towards a solution
- Excellent written and verbal communications skills
- Previous experience with Sales Engineering, Customer Service, or other customer-facing roles (advantageous)
- Previous experience with project management / PMP, CAPM, or other Project Management certification (advantageous)
- Adaptable, versatile, customer obsessed, solution-oriented, proactive and passionate about technology (advantageous)
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