Technical Support Analyst (Dutch Speaker)

📍 Job Overview

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

🚀 Role Summary

• Key Responsibilities: Deliver world-class customer service, build long-term relationships with clients, partner with technical teams to resolve issues, and contribute to web self-help resources.
• Key Skills: Business proficiency in Dutch, technical support or IT client interfacing experience, understanding of Internet principles, and familiarity with networking protocols and devices.

💻 Primary Responsibilities

• Customer Support: Deliver exceptional customer service, 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.
• Productivity: Achieve productivity-related targets, including support tickets processed, average response time, average time to close, etc.
• Web Self-Help: 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.

🎓 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, 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

• 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 R250,000 - R350,000 per year.

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

🎯 Team & Company Context

Company Culture:

• Industry: Cybersecurity and digital trust
• Company Size: Medium (1,001-5,000 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 Knowledge Centred Support (KCS) principles to improve web self-help resources.

Company Website: DigiCert

📝 Enhancement Note: DigiCert is a leading global security authority that helps companies put trust – an abstract idea – to work. That's digital trust for the real world. The company's encryption is trusted by major ecommerce brands, the world's largest companies, major cloud providers, entire country financial systems, entire internets of things, and even down to the little things like surgically embedded pacemakers.

📈 Career & Growth Analysis

Web Technology Career Level: Junior Technical Support Analyst

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

Technical Impact: The Technical Support Analyst will have a direct impact on customer satisfaction, issue resolution, and web self-help resources.

Growth Opportunities:

• Career Progression: With experience, the role can progress to Senior Technical Support Analyst, Team Lead, or other leadership positions within the Technical Support or Customer Success teams.
• Technical Skill Development: The role offers opportunities to learn and gain experience in various aspects of SSL certificate products, networking protocols, and web technologies.
• Technical Leadership: With experience, the role may involve mentoring junior team members, contributing to technical documentation, and driving process improvements.

🌐 Work Environment

Office Type: Remote work environment

Office Location(s): Pretoria, Gauteng, South Africa

Workspace Context:

• Remote Work: The role requires a dedicated workspace with a stable internet connection and minimal distractions.
• Equipment Provision: DigiCert will provide the necessary equipment and tools for the role.

Work Schedule: The role follows a standard work schedule with scheduled hours for customer support and follow-up activities.

📝 Enhancement Note: As a remote Technical Support Analyst, you will need to manage your time effectively, prioritize tasks, and maintain a consistent work-life balance.

📄 Application & Technical Interview Process

Interview Process:

• Phone Screen: A brief phone call to assess communication skills and cultural fit.
• Technical Assessment: A hands-on assessment of technical skills, problem-solving abilities, and customer service approach.
• Final Interview: A conversation with the hiring manager or team lead to discuss the role, team dynamics, and career growth opportunities.

Portfolio Review Tips: Not applicable for this role.

Technical Challenge Preparation:

• Familiarize yourself with DigiCert's products and services.
• Brush up on your technical support skills, problem-solving abilities, and customer service approach.
• Prepare questions for the interview team to demonstrate your interest in the role and the company.

ATS Keywords: Technical Support, Customer Service, Problem Solving, Networking Protocols, SSL, PKI, HTML, DNS, S/MIME, SMTP, UNIX, Windows Server, Apache, Linux, Communication, Adaptability

📝 Enhancement Note: To optimize your resume for this role, focus on relevant technical support experience, customer service skills, and any exposure to networking protocols, SSL, and web technologies. Highlight your problem-solving abilities, adaptability, and customer-obsessed mindset.

🛠 Technology Stack & Web Infrastructure

Support Ticket Platform: DigiCert's proprietary ticketing system

CRM Tool: DigiCert's internal customer relationship management system

Communication Tools: Email, phone, and chat platforms for customer communication

Web Self-Help Platform: DigiCert's customer-facing knowledge base and documentation

📝 Enhancement Note: As a Technical Support Analyst, you will need to be proficient in using DigiCert's ticketing system, CRM tool, and communication platforms. Familiarity with web self-help platforms and Knowledge Centred Support (KCS) principles is also essential.

👥 Team Culture & Values

Customer Obsessed: DigiCert prioritizes customer satisfaction and strives to deliver exceptional customer service.

Collaborative: The Technical Support team works closely with other departments, including Product, Engineering, and Marketing, to resolve customer issues and drive improvements.

Adaptable: The team is open to change, flexible, and willing to learn and grow in a dynamic environment.

Proactive: DigiCert encourages team members to take initiative, identify problems, and drive solutions.

💡 Challenges & Growth Opportunities

Technical Challenges:

• Customer Issues: Troubleshoot and resolve a wide range of customer issues related to SSL certificate products, networking protocols, and web technologies.
• Product Knowledge: Stay up to date with DigiCert's ever-evolving product suite and industry trends.
• Process Improvement: Continuously identify areas for improvement in customer support processes and workflows.

Learning & Development Opportunities:

• Product Training: Attend product training sessions and webinars to deepen your understanding of DigiCert's offerings.
• Industry Conferences: Participate in industry conferences and events to stay current with emerging trends and best practices in cybersecurity and digital trust.
• Mentorship: Seek guidance from senior team members to develop your technical skills, customer service approach, and leadership abilities.

📝 Enhancement Note: As a Technical Support Analyst at DigiCert, you will face various challenges and growth opportunities. Embrace these as opportunities to learn, grow, and make a significant impact on the company's success and customer satisfaction.

💡 Interview Preparation

Technical Questions:

• Customer Service: Describe a challenging customer service situation you've handled and how you resolved it.
• Problem Solving: Walk through a complex technical issue you've faced and explain how you diagnosed and resolved it.
• Product Knowledge: Demonstrate your understanding of DigiCert's SSL certificate products and their applications.

Company & Culture Questions:

• Customer Obsessed: Explain how you ensure customer satisfaction in your current or previous role.
• Collaboration: Describe a time when you worked closely with another department to resolve an issue or drive an improvement.
• Adaptability: Share an example of a significant change you've had to adapt to in a previous role and how you handled it.

Portfolio Presentation Strategy: Not applicable for this role.

📌 Application Steps

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

1. Submit your application through the application link provided.
2. Prepare for the phone screen by brushing up on your communication skills and customer service approach.
3. Research DigiCert's products, services, and company culture to demonstrate your interest and fit for the role.
4. Prepare for the technical assessment by reviewing your technical support skills, problem-solving abilities, and customer service approach.
5. Prepare questions for the interview team to showcase your curiosity and enthusiasm for the role and the company.

⚠️ 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.