Technical Support Analyst (Dutch Speaker) at DigiCert

📍 Job Overview

Job Title: Technical Support Analyst (Dutch Speaker)
Company: DigiCert
Location: Bloemfontein, Free State, South Africa
Job Type: Full-Time
Category: Customer Support & Services
Date Posted: 2025-07-10
Experience Level: Entry-Level to Mid-Level (0-2 years)
Remote Status: Remote Solely

🚀 Role Summary

Primary Responsibility: Deliver world-class customer service and resolve customer concerns to retain customers and drive improvements.
Key Web Technology Aspects:
- Business proficiency in Dutch (essential)
- Technical support or IT client interfacing experience (1+ years)
- Basic understanding of Internet principles, terminology, and functionality
- Familiarity with networking protocols, web servers, and VPN
- Understanding of PKI, SSL, HTML, DNS, S/MIME, SMTP, and networking protocols (advantageous)
- Administrative knowledge of Microsoft Windows Servers, Apache (OpenSSL), Linux, and other server administration (advantageous)

💻 Primary Responsibilities

Customer Service: 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.
Communication: Engage with internal and external customers via support tickets, email, phone, and chat.
Product Knowledge: Remain up to date with all aspects of the SSL certificate products to meet customer needs at all times.
Process Improvement: Achieve productivity-related targets, including support tickets processed, average response time, average time to close, etc.
Self-Help Content: Actively contribute to web self-help by using Knowledge Centred Support (KCS) principles.
Documentation: Gather accurate information and document customer issues in the CRM tool.

🎓 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 working 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, HTML, DNS, S/MIME, SMTP, and networking protocols (advantageous)
Administrative knowledge of Microsoft Windows Servers, Apache (OpenSSL), Linux, and other server administration (advantageous)

Preferred Skills:

Familiarity with UNIX script commands, website/web server administration (advantageous)
Certifications such as CISSP, MCSE, and CCNA (advantageous)

Soft Skills:

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

📊 Web Portfolio & Project Requirements

Portfolio Essentials: Not applicable for this role.
Technical Documentation: Not applicable for this role.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not provided. However, the average salary for a Technical Support Analyst in South Africa is approximately R250,000 - R350,000 per annum, according to Glassdoor and Payscale.

Benefits:

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

Working Hours: 40 hours per week, with scheduled hours for inbound customer emails or calls and outbound follow-up emails or calls.

🎯 Team & Company Context

Company Culture:

Industry: Cybersecurity and digital trust
Company Size: Large (1,001+ employees)
Founded: 1999
Team Structure: The Technical Support team exhibits high energy, deep technical skills, and a drive to get things done.

Development Methodology:

The team follows Agile methodologies, with a focus on sprint planning, code review, testing, and quality assurance practices.
Deployment strategies include CI/CD pipelines and automated deployment.

Company Website: DigiCert

📝 Enhancement Note: The company culture at DigiCert emphasizes customer obsession, continuous learning, and a drive to innovate in the cybersecurity industry.

📈 Career & Growth Analysis

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

This role offers an opportunity to gain experience in technical support and customer service within the cybersecurity industry.

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 content, which directly impacts customer satisfaction and retention.

Growth Opportunities:

Career Progression: With experience and demonstrated skills, there may be opportunities to move into more senior roles within the Technical Support team or explore other areas of the business.
Technical Skill Development: The role provides exposure to various aspects of the SSL certificate products, allowing for continuous learning and skill development.
Leadership Potential: As the role involves managing customer relationships and driving improvements, there may be opportunities to develop leadership skills and take on more responsibilities over time.

📝 Enhancement Note: The growth opportunities in this role are tied to gaining experience, demonstrating strong performance, and taking on additional responsibilities within the Technical Support team or other areas of the business.

🌐 Work Environment

Office Type: Remote work environment, with no physical office location specified.

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

Workspace Context:

Remote Work: The role requires a remote work setup, with access to a stable internet connection and a suitable workspace for customer interactions.
Customer Interaction: The role involves frequent customer interactions via support tickets, email, phone, and chat, requiring a quiet and distraction-free workspace.
Team Collaboration: As the role is remote, collaboration with the Technical Support team and other departments may occur through various communication channels, such as email, instant messaging, and video conferencing.

Work Schedule: The work schedule is not specified, but the role requires availability during scheduled hours for inbound customer emails or calls and outbound follow-up emails or calls.

📝 Enhancement Note: The work environment for this role is entirely remote, with no physical office location specified. This requires a suitable workspace and reliable internet connection for customer interactions and collaboration with the Technical Support team.

📄 Application & Technical Interview Process

Interview Process:

Technical Preparation: Brush up on technical support skills, customer service best practices, and familiarity with SSL, PKI, and other relevant technologies.
Role-Specific Preparation: Research DigiCert's products and services, and be prepared to discuss how you can contribute to driving improvements and customer satisfaction.
Behavioral Preparation: Prepare examples of your problem-solving skills, adaptability, and customer service experience to demonstrate your fit for the role.

Portfolio Review Tips: Not applicable for this role.

Technical Challenge Preparation: Not applicable for this role.

💡 Interview Preparation:

Technical Questions: Brush up on your technical support and customer service skills, as well as your knowledge of SSL, PKI, and other relevant technologies. Be prepared to discuss your experience and how you can contribute to driving improvements and customer satisfaction.
Company & Culture Questions: Research DigiCert's products, services, and company culture to demonstrate your understanding of the business and your fit for the role. Be prepared to discuss your long-term career goals and how this role can help you achieve them.
Portfolio Presentation Strategy: Not applicable for this role.

📝 Enhancement Note: The interview process for this role focuses on assessing technical support skills, customer service experience, and cultural fit. There are no portfolio requirements or technical challenges for this role.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

CRM tool (not specified) for documenting customer issues and tracking support tickets
Email, phone, and chat platforms for customer communication (not specified)

📝 Enhancement Note: The technology stack for this role primarily consists of customer support tools, with no specific mention of web development or server administration technologies.

👥 Team Culture & Values

Web Development Values:

Customer Obsession: DigiCert prioritizes customer satisfaction and building long-term relationships with customers.
Continuous Learning: The company encourages employees to develop their skills and stay up-to-date with industry trends.
Innovation: DigiCert fosters a culture of innovation and driving improvements in the cybersecurity industry.

Collaboration Style:

Cross-Functional Integration: The Technical Support team works closely with other departments, such as Product, Engineering, and Marketing, to resolve customer issues and drive improvements.
Code Review Culture: The team follows Agile methodologies, with a focus on code review and quality assurance practices.
Knowledge Sharing: The team encourages knowledge sharing and continuous learning to improve technical skills and customer service capabilities.

📝 Enhancement Note: The web development values and collaboration style at DigiCert emphasize customer obsession, continuous learning, and innovation, with a focus on driving improvements and customer satisfaction.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Issues: The role involves resolving a wide range of customer issues, requiring strong problem-solving skills, adaptability, and technical knowledge.
Product Knowledge: The role requires a deep understanding of DigiCert's SSL certificate products and services to meet customer needs and drive improvements.
Customer Expectations: The role demands high customer service standards, with a focus on delivering a delightful customer experience at all times.

Learning & Development Opportunities:

Technical Skill Development: The role provides exposure to various aspects of the SSL certificate products, allowing for continuous learning and skill development in the cybersecurity industry.
Career Progression: With experience and demonstrated skills, there may be opportunities to move into more senior roles within the Technical Support team or explore other areas of the business.
Leadership Potential: As the role involves managing customer relationships and driving improvements, there may be opportunities to develop leadership skills and take on more responsibilities over time.

📝 Enhancement Note: The technical challenges and growth opportunities in this role are tied to gaining experience, demonstrating strong performance, and taking on additional responsibilities within the Technical Support team or other areas of the business.

💡 Interview Preparation

Technical Questions:

Technical Support: Prepare for questions about your technical support experience, problem-solving skills, and adaptability in handling customer issues.
SSL & PKI: Brush up on your knowledge of SSL, PKI, and other relevant technologies to demonstrate your understanding of the role's requirements.
Customer Service: Be prepared to discuss your customer service experience, communication skills, and ability to build long-term relationships with customers.

Company & Culture Questions:

Company Products: Research DigiCert's products, services, and company culture to demonstrate your understanding of the business and your fit for the role.
Long-Term Goals: Be prepared to discuss your long-term career goals and how this role can help you achieve them.
Team Dynamics: Prepare for questions about your ability to work collaboratively with the Technical Support team and other departments to drive improvements and customer satisfaction.

Portfolio Presentation Strategy: Not applicable for this role.

📝 Enhancement Note: The interview preparation for this role focuses on assessing technical support skills, customer service experience, and cultural fit. There are no portfolio requirements or technical challenges for this role.

📌 Application Steps

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

Submit your application through the application link provided.
Tailor your resume and cover letter to highlight your technical support experience, customer service skills, and proficiency in Dutch.
Prepare for the interview process by brushing up on your technical support skills, customer service best practices, and familiarity with SSL, PKI, and other relevant technologies.
Research DigiCert's products, services, and company culture to demonstrate your understanding of the business and your fit for the role.
Be prepared to discuss your long-term career goals and how this role can help you achieve them.

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

Technical Support Analyst (Dutch Speaker)