Technical Support Analyst (Dutch Speaker) at DigiCert

📍 Job Overview

Job Title: Technical Support Analyst (Dutch Speaker)
Company: DigiCert
Location: Upington, Northern Cape, South Africa
Job Type: Remote Solely
Category: Customer Support & Success
Date Posted: 2025-07-10

🚀 Role Summary

Key Responsibilities: Deliver world-class customer service, resolve customer concerns, retain customers, and build long-term relationships with external clients.
Key Skills: Business proficiency in Dutch, technical support experience, understanding of internet principles, networking protocols, and SSL/TLS certificates.

💻 Primary Responsibilities

📝 Enhancement Note: The role requires a strong customer focus, technical aptitude, and excellent communication skills in Dutch.

Customer Interaction: Handle inbound customer emails, calls, and tickets, providing support in Dutch and ensuring customer satisfaction.
Issue Resolution: Collaborate with internal teams to troubleshoot and resolve customer issues, driving improvements and setting customers up for success.
Customer Education: Contribute to web self-help resources using Knowledge Centred Support (KCS) principles.
Product Knowledge: Stay up-to-date with DigiCert's SSL certificate products to meet customer needs effectively.
Performance Metrics: Achieve productivity targets, including support tickets processed, average response time, and average time to close.

🎓 Skills & Qualifications

Education: Matric qualification is essential. A Computer Science, Information Systems, or Information Technology qualification is advantageous.

Experience: At least 1 year of technical support or IT client interfacing experience is required.

Required Skills:

Languages: Professional working proficiency in Dutch (essential)
Technical: 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)
Soft Skills: Adaptable, versatile, customer-obsessed, solution-oriented, proactive, and passionate about technology

Preferred Skills:

Certifications: CISSP, MCSE, CCNA (advantageous)
Technical: Familiarity with UNIX script commands, website/web server administration, administrative knowledge of Microsoft Windows Servers, Apache (OpenSSL), Linux, and other server administration (advantageous)

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Customer Service: Demonstrate exceptional customer service skills through case studies or testimonials.
Technical Support: Showcase your ability to troubleshoot and resolve technical issues, with a focus on SSL/TLS certificates and web technologies.

Technical Documentation:

Process Documentation: Provide examples of process documentation or knowledge base articles you've created to improve customer support workflows.
Customer Interaction: Share recordings or transcripts of successful customer interactions, highlighting your problem-solving skills and ability to maintain a positive attitude under pressure.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Upington, Northern Cape, South Africa, is approximately R 250,000 - R 350,000 per annum, based on market research and regional adjustments.

Benefits:

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

Working Hours: Full-time, remote work with a flexible schedule, including scheduled hours for customer support.

🎯 Team & Company Context

🏢 Company Culture

Industry: DigiCert operates in the cybersecurity industry, focusing on digital trust and encryption.

Company Size: DigiCert is a mid-sized company with a global presence, employing over 1,000 employees worldwide.

Founded: DigiCert was founded in 1999 and has since grown to become a leading global security authority.

Team Structure: The Technical Support team consists of analysts, team leads, and managers, working collaboratively to resolve customer issues and drive improvements.

Development Methodology: DigiCert follows Agile/Scrum methodologies, with a focus on continuous improvement and customer satisfaction.

Company Website: DigiCert

📝 Enhancement Note: DigiCert's culture values innovation, customer focus, and technical excellence. The company encourages employees to take ownership of their work and contribute to its growth and success.

📈 Career & Growth Analysis

Web Technology Career Level: This role is an entry-level to intermediate position in the web technology career path, focusing on customer support and technical troubleshooting.

Reporting Structure: The Technical Support Analyst reports directly to the Technical Support Manager, with opportunities for career progression into team lead or management roles.

Technical Impact: In this role, you will directly influence customer satisfaction and the success of DigiCert's SSL certificate products by resolving customer issues and driving improvements.

Growth Opportunities:

Technical Skill Development: Gain experience in customer support, technical troubleshooting, and web technologies, with opportunities to specialize in specific areas as your career progresses.
Leadership Potential: Develop your leadership skills by mentoring junior team members and contributing to team decision-making processes.
Product Expertise: Deepen your understanding of DigiCert's SSL certificate products and their integration with web technologies, positioning you for roles in product management or technical sales.

📝 Enhancement Note: DigiCert offers opportunities for career growth and skill development, with a focus on continuous learning and improvement.

🌐 Work Environment

Office Type: Remote work with occasional team meetings and training sessions.

Office Location(s): DigiCert's global headquarters are in Lehi, Utah, USA, with remote team members located worldwide, including Upington, Northern Cape, South Africa.

Workspace Context:

Remote Work: Enjoy the flexibility and convenience of working from home, with the support of a remote-friendly company culture.
Collaboration Tools: Utilize collaboration tools such as Slack, Microsoft Teams, or Google Workspace to communicate and collaborate with team members.
Training & Development: Participate in regular training sessions and workshops to enhance your skills and stay up-to-date with industry trends.

Work Schedule: Full-time, remote work with a flexible schedule, including scheduled hours for customer support.

📝 Enhancement Note: DigiCert's remote work environment fosters a balance between work and personal life, with a focus on results and employee well-being.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess your communication skills, cultural fit, and understanding of the role.
Technical Assessment: A hands-on assessment of your technical support skills, focusing on customer interaction, issue resolution, and process improvement.
Final Interview: A discussion with the hiring manager to evaluate your fit for the role, team, and company culture.

Portfolio Review Tips:

Customer Service: Highlight your customer service experience and any relevant awards or recognition.
Technical Support: Showcase your technical support skills through case studies or testimonials, focusing on your ability to resolve customer issues and drive improvements.

Technical Challenge Preparation:

Customer Interaction: Practice active listening and effective communication skills to handle customer inquiries and resolve issues.
Issue Resolution: Brush up on your technical knowledge of SSL/TLS certificates, web technologies, and networking protocols to troubleshoot customer issues effectively.
Process Improvement: Familiarize yourself with DigiCert's products and services to identify opportunities for improvement and drive customer satisfaction.

ATS Keywords: Customer Service, Technical Support, Problem Solving, Networking Protocols, SSL, PKI, HTML, DNS, S/MIME, SMTP, UNIX, Windows Server, Apache, Linux, Adaptability, Versatility, Customer Obsession, Solution-Oriented, Proactive, Passionate about Technology

📝 Enhancement Note: The interview process at DigiCert focuses on assessing your customer support skills, technical aptitude, and cultural fit. Prepare for a comprehensive evaluation of your abilities and potential as a Technical Support Analyst.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

Ticketing System: Zendesk, Jira Service Management, or similar tools for tracking and managing customer support tickets.
CRM: Salesforce, HubSpot, or similar tools for customer relationship management and customer data analysis.
Collaboration: Slack, Microsoft Teams, or Google Workspace for team communication and collaboration.

Technical Support Tools:

SSL/TLS Certificate Management: DigiCert's certificate management tools for issuing, renewing, and revoking SSL/TLS certificates.
Web Technologies: Familiarity with web technologies such as HTML, CSS, JavaScript, and web servers (Apache, Nginx, IIS) is advantageous.
Networking Protocols: Understanding of networking protocols such as TCP/IP, DNS, and VPN is essential.

📝 Enhancement Note: DigiCert's technology stack focuses on customer support, technical troubleshooting, and web technologies, with opportunities to gain experience in specific tools and platforms as your career progresses.

👥 Team Culture & Values

Customer Support Values:

Customer Obsession: Prioritize customer needs and strive to exceed their expectations in every interaction.
Empathy: Understand and share the feelings of customers to provide personalized and effective support.
Problem Solving: Identify and resolve customer issues efficiently, with a focus on long-term solutions and process improvement.
Communication: Communicate clearly and effectively, both written and verbally, to ensure customer understanding and satisfaction.

Collaboration Style:

Cross-Functional Collaboration: Work closely with internal teams, including product, engineering, and marketing, to resolve customer issues and drive improvements.
Peer Support: Collaborate with team members to share knowledge, troubleshoot complex issues, and maintain a positive work environment.
Continuous Learning: Stay up-to-date with industry trends, new technologies, and best practices to enhance your skills and contribute to team success.

📝 Enhancement Note: DigiCert's customer support culture values customer obsession, empathy, problem-solving, and effective communication, with a focus on collaboration and continuous learning.

⚡️ Challenges & Growth Opportunities

Technical Challenges:

Customer Interaction: Handle challenging customer situations, such as upset or frustrated customers, and maintain a positive attitude while resolving their issues.
Technical Troubleshooting: Diagnose and resolve complex technical issues, with a focus on SSL/TLS certificates and web technologies.
Process Improvement: Identify inefficiencies in customer support processes and drive improvements to enhance customer satisfaction and team productivity.

Learning & Development Opportunities:

Technical Skill Development: Gain experience in customer support, technical troubleshooting, and web technologies, with opportunities to specialize in specific areas as your career progresses.
Leadership Potential: Develop your leadership skills by mentoring junior team members and contributing to team decision-making processes.
Product Expertise: Deepen your understanding of DigiCert's SSL certificate products and their integration with web technologies, positioning you for roles in product management or technical sales.

📝 Enhancement Note: DigiCert offers opportunities for career growth and skill development, with a focus on continuous learning and improvement. Embrace challenges and growth opportunities to advance your career in the cybersecurity industry.

💡 Interview Preparation

Technical Questions:

Customer Interaction: Describe a challenging customer situation you've handled and how you resolved the issue, maintaining a positive attitude throughout the process.
Technical Troubleshooting: Walk through a complex technical issue you've resolved, explaining your diagnostic process, steps taken, and the outcome.
Process Improvement: Discuss a customer support process you've improved, highlighting the inefficiencies you identified and the enhancements you implemented.

Company & Culture Questions:

Customer Focus: Explain how you ensure customer satisfaction in every interaction, even when facing difficult challenges or tight deadlines.
Teamwork: Describe your experience working in a team environment, highlighting your collaboration skills and ability to support team members.
Adaptability: Share an example of a significant change or challenge you've faced and how you adapted to overcome it.

Portfolio Presentation Strategy:

Customer Service: Highlight your customer service experience and any relevant awards or recognition, focusing on your ability to resolve customer issues and drive satisfaction.
Technical Support: Showcase your technical support skills through case studies or testimonials, emphasizing your problem-solving skills and ability to drive improvements.
Process Improvement: Demonstrate your understanding of customer support processes and your ability to identify inefficiencies and drive enhancements.

📝 Enhancement Note: Prepare for a comprehensive evaluation of your customer support skills, technical aptitude, and cultural fit during the DigiCert interview process. Utilize your portfolio, case studies, and testimonials to showcase your abilities and potential as a Technical Support Analyst.

📌 Application Steps

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

Customize Your Resume: Highlight your customer support experience, technical skills, and language proficiency in Dutch. Tailor your resume to the specific requirements and keywords listed in the job description.
Prepare Your Portfolio: Showcase your customer service skills, technical support experience, and any relevant projects or case studies that demonstrate your ability to resolve customer issues and drive improvements.
Practice Interview Questions: Familiarize yourself with the interview process and practice answering common customer support and technical troubleshooting questions. Utilize the interview tips and strategies provided in this enhanced job description to excel in your interviews.
Research DigiCert: Learn about DigiCert's products, services, and company culture to demonstrate your enthusiasm and commitment to the role during the interview process.

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

Technical Support Analyst (Dutch Speaker)