Technical Support Analyst (Dutch Speaker)

📍 Job Overview

• Job Title: Technical Support Analyst (Dutch Speaker)
• Company: DigiCert
• Location: Johannesburg, Gauteng, South Africa
• Job Type: Remote Solely
• Category: Customer Support & Services
• Date Posted: 2025-07-10
• Experience Level: Entry-level to Mid-level

🚀 Role Summary

• Key Responsibilities: Provide world-class customer service, resolve customer concerns, retain customers, and build long-term relationships with external clients.
• Key Skills: Business proficiency in Dutch, 1+ years of technical support or IT client interfacing experience, and a matric qualification.

💻 Primary Responsibilities

• Customer Support: Deliver exceptional customer service through various channels, including tickets, email, phone, and chat.
• Issue Resolution: Partner with technical support engineers to resolve customer-reported issues and ensure customer satisfaction.
• Customer Relationship Building: Establish and maintain successful long-term relationships with external clients to ensure customer loyalty.
• Product Knowledge: Remain up-to-date with all aspects of DigiCert's SSL certificate products to meet customer needs effectively.
• Process Improvement: Actively contribute to web self-help using Knowledge Centred Support (KCS) principles and gather accurate information to document customer issues in the CRM tool.
• Performance Metrics: Achieve productivity-related targets, including support tickets processed, average response time, and average time to close.

🎓 Skills & Qualifications

Education

• Matric qualification (essential)
• 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
• Familiarity with UNIX script commands, website/web server administration (advantageous)

Preferred Skills

• Understanding of PKI, SSL, Code signing, HTML, DNS, S/MIME, SMTP, and networking protocols (advantageous)
• Administrative knowledge of Microsoft Windows Servers, Apache (OpenSSL), Linux, and other server administration (advantageous)
• Certifications such as CISSP, MCSE, and CCNA (advantageous)

📝 Enhancement Note:

The role requires a strong customer focus, excellent communication skills, and a proactive approach to problem-solving. Candidates with additional technical certifications or relevant industry experience will have an advantage.

📊 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 specified. According to Glassdoor, the average salary for a Technical Support Analyst in South Africa is approximately R 250,000 - R 400,000 per year. This estimate is based on market research and may vary depending on the candidate's experience and the company's compensation structure.
• Benefits:
  • Provident Fund
  • Medical Aid + Gap Cover
  • Employee Assistance Program
  • Education Support Program
  • Gym Reimbursement
  • Life Insurance
  • Disability Insurance
  • Sabbatical

🎯 Team & Company Context

🏢 Company Culture

• Industry: Cybersecurity and digital trust
• Company Size: Large (over 1,000 employees)
• Founded: 1999
• Team Structure:
  • The Technical Support team consists of high-energy individuals with deep technical skills and a drive to get things done.
  • The team works closely with product, engineering, and marketing teams to resolve customer issues and drive improvements.
• Development Methodology:
  • DigiCert follows Agile methodologies, with a focus on continuous improvement and customer satisfaction.
  • The company emphasizes collaboration, knowledge sharing, and a customer-centric approach.

📈 Career & Growth Analysis

• Web Technology Career Level: Entry-level to Mid-level Technical Support Analyst
• Reporting Structure: The role reports directly to the Technical Support Manager.
• Technical Impact: The Technical Support Analyst plays a crucial role in ensuring customer satisfaction and driving product improvements based on customer feedback.

🌐 Work Environment

• Office Type: Remote (fully remote work arrangement)
• Office Location(s): Not applicable (remote work)
• Workspace Context:
  • As a remote employee, you will need a dedicated workspace with a stable internet connection and appropriate equipment to perform your job effectively.
  • DigiCert provides remote employees with the necessary tools and equipment to ensure a productive work environment.

📄 Application & Technical Interview Process

• Interview Process:
  • Phone or video screening
  • Technical assessment (customer service scenarios and problem-solving exercises)
  • Final interview with the hiring manager or a panel of interviewers
• Portfolio Review Tips: Not applicable for this role.
• Technical Challenge Preparation:
  • Brush up on your customer service skills and problem-solving techniques.
  • Familiarize yourself with DigiCert's products and services, as well as the company's mission and values.

🛠 Technology Stack & Web Infrastructure

• Customer Support Tools: Zendesk, Freshdesk, or similar customer support ticketing systems
• Collaboration Tools: Slack, Microsoft Teams, or similar team communication platforms
• Project Management Tools: Jira, Asana, or similar project management software
• Remote Work Equipment: Laptop, webcam, headset, and stable internet connection

👥 Team Culture & Values

• Customer Obsessed: DigiCert prioritizes customer satisfaction and strives to exceed customer expectations in every interaction.
• Innovative: The company encourages creativity, continuous learning, and a growth mindset.
• Collaborative: DigiCert fosters a culture of teamwork, knowledge sharing, and open communication.
• Accountable: The company values responsibility, ownership, and a strong work ethic.

⚡ Challenges & Growth Opportunities

• Technical Challenges:
  • Handling complex customer issues and providing accurate solutions in a timely manner.
  • Keeping up-to-date with the latest products, services, and industry trends.
• Learning & Development Opportunities:
  • On-the-job training and mentoring from experienced team members.
  • Access to online learning resources and professional development opportunities.
  • The chance to grow within the Technical Support team or explore other roles within the organization.

💡 Interview Preparation

• Technical Questions:
  • Customer service scenarios and problem-solving exercises.
  • Questions about DigiCert's products, services, and company culture.
• Company & Culture Questions:
  • Questions about DigiCert's mission, values, and work environment.
  • Questions about the Technical Support team's dynamics and collaboration with other departments.

📌 Application Steps

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

1. Submit your application through the provided link.
2. Prepare for the phone or video screening by reviewing DigiCert's products, services, and company culture.
3. Brush up on your customer service skills and problem-solving techniques.
4. Familiarize yourself with DigiCert's mission, values, and work environment.
5. Research the company's competitors and industry trends to demonstrate your knowledge and enthusiasm during the interview process.

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Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support Focus:

• Tailor every section specifically to customer support and technical support roles.
• Include customer service methodologies, problem-solving techniques, and customer relationship management practices.
• Emphasize customer satisfaction, issue resolution, and process improvement strategies.
• Address customer support ticketing systems, collaboration tools, and project management software.

Quality Standards:

• Ensure no content overlap between sections - each section must contain unique information.
• Only include Enhancement Notes when making significant inferences about customer support processes, team structure, or company culture.
• Be comprehensive but concise, prioritizing actionable information over descriptive text.
• Strategically distribute customer support and technical support-related keywords throughout all sections naturally.
• Provide realistic salary ranges based on location, experience level, and customer support specialization.

Industry Expertise:

• Include specific customer support methodologies, problem-solving techniques, and customer relationship management practices.
• Address customer support ticketing systems, collaboration tools, and project management software relevant to the role.
• Provide tactical advice for customer service scenarios, problem-solving exercises, and interview preparation.
• Include customer support-specific interview questions and company culture assessment tips.

Professional Standards:

• Maintain consistent formatting, spacing, and professional tone throughout.
• Use customer support and technical support industry terminology appropriately and accurately.
• Include comprehensive benefits and growth opportunities relevant to customer support professionals.
• Provide actionable insights that give customer support candidates a competitive advantage.
• Focus on customer support team culture, cross-functional collaboration, and customer impact measurement.

Customer Support & Technical Support Focus:

• Emphasize customer service skills, problem-solving techniques, and customer relationship management practices.
• Include customer support ticketing systems, collaboration tools, and project management software relevant to the role.
• Address customer support-specific interview questions and company culture assessment tips.
• Provide tactical advice for customer service scenarios, problem-solving exercises, and interview preparation.

Avoid:

• Generic business jargon not relevant to customer support or technical support roles.
• Placeholder text or incomplete sections.
• Repetitive content across different sections.
• Non-technical terminology unless relevant to the specific customer support or technical support role.
• Marketing language unrelated to customer support or technical support roles.

Generate comprehensive, customer support-focused content that serves as a valuable resource for customer support and technical support professionals seeking their next opportunity and preparing for technical interviews in the customer support and technical support industry.