Technical Support Analyst (German Speaker)
$300,000–$320,000 year
HybridCape Town, Western Cape, South Africa
Job Summary
Resolve customer concerns and retain clients by partnering with engineering and marketing teams to drive improvements. Engage with internal and external customers via support tickets, email, phone, and chat to provide a delightful experience during scheduled hours. Partner with technical support engineers to resolve issues reported by customers while actively contributing to Web self-help using Knowledge Centred Support principles. Gather accurate information and document customer issues in the CRM tool, remaining up to date with SSL certificate products to meet customer needs. Achieve productivity targets including support tickets processed and average response times. This hybrid role in Cape Town requires professional German proficiency and 1+ years of technical support experience.
Required Qualifications
- Professional working proficiency in German
- 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
- Familiarity with UNIX script commands, website/web server administration
- Administrative knowledge of Microsoft Windows Servers, Apache (OpenSSL), Linux and other Server administration
- Certifications such as CISSP, MCSE and CCNA
- Adaptable, versatile, customer obsessed, solution-oriented, proactive and passionate about technology
- This is a hybrid position in Cape Town
Desired Qualifications
- 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)
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