Technical Support Analyst (French Speaker)

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  www.digicert.com 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)  Administrative knowledge of Microsoft Windows Servers, Apache (OpenSSL), Linux and other Server administration (advantageous)   Certifications such as CISSP, MCSE and CCNA (advantageous) Adaptable, versatile, customer obsessed, solution-oriented, proactive and passionate about technology   Benefits Competitive compensation and comprehensive benefits package   Generous paid time off, including holidays and additional leave options   Family-friendly leave policies, including maternity, paternity, and other supportive leave programs   Health and wellness support, including medical  cover  (where applicable), gym reimbursements, and mental well-being resources   Pension, life insurance, and income protection benefits (location dependent)   Employee Assistance Program with 24/7 confidential support for employees and their families   Education assistance and professional development opportunities   Access to LinkedIn Learning and continuous learning resources   Employee referral bonus program and additional company perks and discounts   Business travel insurance and global employee support programs    To protect candidate information and maintain a secure hiring process, all applications must be submitted through our careers portal. Resumes or CVs sent directly via email will not be reviewed or considered.   #LI-FP1 __PRESENT __PRESENT __PRESENT