Technical Support Analyst (Dutch Speaker)

📍 Job Overview

• Job Title: Technical Support Analyst (Dutch Speaker)
• Company: DigiCert
• Location: Port Elizabeth, South Africa
• Job Type: Remote Solely
• Category: Customer Support
• Date Posted: 2025-07-10
• Experience Level: Entry-level to Mid-level (0-2 years)

🚀 Role Summary

• Primary Role: Serve as the primary point of contact for customers, resolving technical issues, and driving improvements.
• Key Responsibilities: Deliver world-class customer service, build successful long-term relationships with customers, and collaborate with technical support engineers to resolve customer-reported issues.
• Required Skills: Professional proficiency in Dutch, 1+ years of technical support or IT client interfacing experience, and a basic understanding of Internet principles, terminology, and functionality.

💻 Primary Responsibilities

• Customer Support: Deliver world-class customer service to resolve customer concerns and retain customers.
• Relationship Building: Build successful long-term relationships with external clients to ensure customer loyalty.
• Issue Resolution: Partner with technical support engineers to resolve issues reported by customers.
• Customer Engagement: Engage with internal and external customers via support tickets, email, phone, and chat.
• Productivity Targets: Achieve productivity-related targets, including support tickets processed, average response time, average time to close, etc.
• Self-Help Contribution: Actively contribute to web self-help by using Knowledge Centred Support (KCS) principles.
• Documentation: Gather accurate information and document customer issues in the company's CRM tool.
• Product Knowledge: Remain up to date with all aspects of the SSL certificate products to meet customer needs at all times.

🎓 Skills & Qualifications

Education:

• Matric qualification (essential) and/or Computer Science, Information Systems, or Information Technology qualification (advantageous).

Experience:

• 1+ years of technical support or IT client interfacing experience.

Required Skills:

• Professional proficiency in Dutch (essential)
• 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)

Preferred Skills:

• Adaptable, versatile, customer-obsessed, solution-oriented, proactive, and passionate about technology

📊 Web Portfolio & Project Requirements (N/A - Not Applicable for this role)

💵 Compensation & Benefits

Salary Range:

• The salary range for this role is not specified in the job listing. According to Glassdoor, the average salary for a Technical Support Analyst in South Africa is approximately R 250,000 - R 350,000 per year. However, this can vary based on the candidate's experience, skills, and the company's size.

Benefits:

• Provident Fund
• Medical Aid + Gap Cover
• Employee Assistance Program
• Education Support Program
• Gym Reimbursement
• Life Insurance
• Disability Insurance
• Sabbatical

Working Hours:

• Full-time (40 hours per week)

🎯 Team & Company Context

🏢 Company Culture

Industry: Information Security and Digital Trust

Company Size: Medium-sized (approximately 1,000 employees)

Founded: 1999

Team Structure:

• The Technical Support team is part of the Customer Success department, which also includes Customer Success Managers and Technical Support Engineers.
• The team works collaboratively with other departments, such as Product, Engineering, and Marketing, to resolve customer issues and drive improvements.

Development Methodology:

• The team follows Agile methodologies, with regular sprint planning and code reviews to ensure high-quality customer support.
• They use a CRM tool to track customer issues, manage tickets, and maintain customer records.

Company Website: DigiCert

📝 Enhancement Note: DigiCert is a global leader in digital trust, providing SSL/TLS certificates, IoT security, and other security solutions. The company values innovation, collaboration, and customer focus, which are reflected in its team structure and development methodologies.

📈 Career & Growth Analysis

Web Technology Career Level: Entry-level to Mid-level (0-2 years)

Reporting Structure: The Technical Support Analyst reports directly to the Technical Support Manager.

Technical Impact: The role involves resolving customer issues, driving improvements, and contributing to web self-help resources, which directly impact customer satisfaction and retention.

Growth Opportunities:

• As the company continues to grow, there may be opportunities for career progression into more senior technical support roles or other positions within the organization.
• The role offers the chance to develop technical skills and gain experience working with a global team in the information security industry.

📝 Enhancement Note: While the job listing does not specify career growth opportunities, DigiCert's focus on employee development and internal promotions suggests that there may be opportunities for Technical Support Analysts to advance within the company.

🌐 Work Environment

Office Type: Remote (fully remote work arrangement)

Office Location(s): The role is remote, with no specified office locations.

Workspace Context:

• As a remote employee, the Technical Support Analyst will work from a home office or other remote location.
• The company provides the necessary tools and equipment for remote work, including a laptop, headset, and other relevant software.

Work Schedule:

• The role follows a standard full-time work schedule, with scheduled hours for customer support and follow-up activities.
• The work schedule may vary depending on the candidate's location and time zone.

📝 Enhancement Note: While the job listing does not provide specific details about the work schedule, DigiCert's remote work policy suggests that the company offers flexible scheduling options to accommodate different time zones and work arrangements.

📄 Application & Technical Interview Process

📝 Interview Preparation

Technical Questions:

• Customer Service: Prepare for questions related to customer service experience, handling difficult customers, and maintaining a positive attitude under pressure.
• Technical Support: Brush up on your technical support skills, including issue diagnosis, troubleshooting, and problem-solving techniques.
• Language Proficiency: Be prepared to demonstrate your professional proficiency in Dutch through written and verbal communication exercises.

Company & Culture Questions:

• Research DigiCert's company culture, mission, and values to demonstrate your understanding and alignment with the organization.
• Prepare questions for the interviewer to show your interest in the role and the company.

Portfolio Presentation Strategy:

• As this role does not require a portfolio, focus on preparing for the interview by researching the company, practicing common interview questions, and refining your communication skills.

📌 Application Steps

To apply for this Technical Support Analyst (Dutch Speaker) position at DigiCert:

1. Submit your application through the provided application link.
2. Tailor your resume and cover letter to highlight your relevant experience, skills, and enthusiasm for the role.
3. Prepare for the interview by researching the company, practicing common interview questions, and refining your communication skills.
4. If selected, participate in the interview process, demonstrating your technical support skills, language proficiency, and cultural fit with the organization.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.