Provides technical customer support through tickets, email, phone, and chat. Resolves issues, partners with support engineers and internal teams, documents cases in the CRM, meets support productivity targets, contributes to self-help content using KCS principles, and maintains expertise in SSL certificate products, networking, web servers, and related technologies.
Who we are
DigiCert is a global leader in intelligent trust. We protect the digital world by ensuring the security, privacy, and authenticity of every interaction. Our AI-powered DigiCert ONE platform unifies PKI, DNS, and certificate lifecycle management, to secure infrastructure, software, devices, messages, AI content and agents. Learn why more than 100,000 organizations, including 90% of the Fortune 500, choose DigiCert to stop today’s threats and prepare for a quantum-safe future at www.digicert.com
Job summary
We are in the market for a Technical Support Analyst to join our Technical Support team in Melbourne. As Technical Support Analyst you will be the primary point of contact for our customers and will partner with our product, engineering and marketing teams to resolve customer issues, drive improvements and set customers up for success. DigiCert’s Technical Support team exhibit high energy, deep technical skills and a drive to get things done.
What you will do
- Deliver world-class customer service to resolve customer concerns and retain customers.
- Build successful long-term relationships with external clients to ensure customer loyalty.
- Partner with technical support engineers to resolve issues reported by customers.
- Engage with internal and external customers via support tickets, email, phone, and chat.
- Receive inbound customer emails or calls and place outbound follow up emails or calls during scheduled hours to provide a delightful customer experience at all times.
- Achieve productivity related targets including support tickets processed, average response time, average time to close, etc.
- Actively contribute to Web self-help by using Knowledge Centred Support (KCS) principles.
- Gather accurate information and document customer issues in our CRM tool.
- Remain up to date with all aspects of the SSL certificate products to meet customer needs at all times.
What you will have
- 1+ years technical support or IT client interfacing experience.
- Adaptable, versatile, customer obsessed, solution-oriented, proactive and passionate about technology.
- 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).
- Computer Science, Information Systems or Information Technology qualification - Nice to have.
Benefits
- Competitive compensation and comprehensive benefits package
- Generous paid time off, including holidays and additional leave options
- Family-friendly leave policies, including maternity, paternity, and other supportive leave programs
- Health and wellness support, including medical cover (where applicable), gym reimbursements, and mental well-being resources
- Pension, life insurance, and income protection benefits (location dependent)
- Employee Assistance Program with 24/7 confidential support for employees and their families
- Education assistance and professional development opportunities
- Access to LinkedIn Learning and continuous learning resources
- Employee referral bonus program and additional company perks and discounts
- Business travel insurance and global employee support programs
To protect candidate information and maintain a secure hiring process, all applications must be submitted through our careers portal. Resumes or CVs sent directly via email will not be reviewed or considered.
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