Technical Support Analyst (Portuguese or Italian Speaker)
HybridCape Town, Western Cape, South Africa
Job Summary
Resolve customer concerns and retain clients by partnering with product, engineering, and marketing teams to drive improvements. Engage with internal and external customers via support tickets, email, phone, and chat, receiving inbound inquiries and placing outbound follow-ups during scheduled hours. Document issues accurately in the CRM tool while actively contributing to Web self-help using Knowledge Centered Support principles. Achieve productivity targets related to ticket processing, response time, and closure duration. Maintain proficiency in Portuguese or Italian and stay current with SSL certificate products to meet evolving customer needs. This hybrid role in Cape Town supports DigiCert's mission to secure the digital world for Fortune 500 organizations.
Required Qualifications
- Professional working proficiency in Portuguese or Italian
- 2+ years technical support or IT client interfacing experience
- Matriculation Certificate
- Tertiary qualification in Computer Science, Information Systems or Information Technology
Desired Qualifications
- 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
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