Technical Support Analyst (French Speaker)

About the role

DigiCert, a global leader in digital trust, is looking for a French-speaking Technical Support Analyst to join its Technical Support team in Cape Town. You will be the main point of contact for customers and work with product, engineering and marketing teams to resolve issues and help customers succeed. The position is hybrid.

Key responsibilities

• Resolve customer concerns and build long-term relationships with external clients
• Work with technical support engineers on customer-reported issues
• Handle customers via support tickets, email, phone and chat, and follow up on inbound enquiries during working hours
• Meet productivity targets such as tickets processed, average response time and time to close
• Contribute to self-help by applying KCS principles and document issues in the CRM
• Stay up to date with SSL certificate products

Required profile

• Professional working proficiency in French and English (essential)
• 2+ years of technical support or IT client-facing experience
• Matriculation certificate (essential); tertiary degree in Computer Science, Information Systems or IT is advantageous
• Adaptable, customer-focused and solution-oriented

Required skills

• Basic understanding of internet principles, web servers and VPNs
• Advantageous: PKI, SSL, DNS, S/MIME, SMTP, UNIX scripting, Linux, Windows Server and Apache administration
• Advantageous: CCNA, MCSE or CISSP certification

What we offer

• Competitive pay and a comprehensive benefits package
• Paid time off, family-friendly leave and health and wellness support
• Pension, life insurance and income protection (location dependent)
• Employee assistance programme, education assistance and LinkedIn Learning access
• Referral bonus and additional perks

Applications must be submitted through the company's careers portal; direct email resumes are not considered.