<div class="content-intro"><p style="line-height: 1.4;"><span style="color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Who we are</strong></span></p> <p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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 <a href="http://www.digicert.com/">www.digicert.com</a></span></p></div><p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Job summary</strong></span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">We are in the market for a Technical Support Analyst with business proficiency in German Speaker to join our Technical Support team in Cape Town. 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. </span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">DigiCert’s Technical Support team exhibit high energy, deep technical skills and a drive to get things done. </span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">This is a hybrid position in Cape Town. </span></p> <p> </p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>What you will do</strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <div id="page-1" class="_1mT5xdRAKS _0KLXrut28M _2XsHFMIZbP _0adFHsIZbP" data-testid="page-0"><span style="font-size: 12pt;">Deliver world-class customer service to resolve customer concerns and retain customers </span></div> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <div id="page-1" class="_1mT5xdRAKS _0KLXrut28M _2XsHFMIZbP _0adFHsIZbP" data-testid="page-0"><span style="font-size: 12pt;">Build successful long-term relationships with external clients to ensure customer loyalty </span></div> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <div id="page-1" class="_1mT5xdRAKS _0KLXrut28M _2XsHFMIZbP _0adFHsIZbP" data-testid="page-0"><span style="font-size: 12pt;">Partner with technical support engineers to resolve issues reported by customers </span></div> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <div id="page-1" class="_1mT5xdRAKS _0KLXrut28M _2XsHFMIZbP _0adFHsIZbP" data-testid="page-0"><span style="font-size: 12pt;">Engage with internal and external customers via support tickets, email, phone, and chat</span></div> <div id="page-2" class="_1mT5xdRAKS _0KLXrut28M _2XsHFMIZbP _0adFHsIZbP" data-testid="page-1"></div> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <div id="page-2" class="_1mT5xdRAKS _0KLXrut28M _2XsHFMIZbP _0adFHsIZbP" data-testid="page-1"><span style="font-size: 12pt;">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 </span></div> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <div id="page-2" class="_1mT5xdRAKS _0KLXrut28M _2XsHFMIZbP _0adFHsIZbP" data-testid="page-1"><span style="font-size: 12pt;">Achieve productivity related targets including support tickets processed, average response time, average time to close, etc. </span></div> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <div id="page-2" class="_1mT5xdRAKS _0KLXrut28M _2XsHFMIZbP _0adFHsIZbP" data-testid="page-1"><span style="font-size: 12pt;">Actively contribute to Web self-help by using Knowledge Centred Support (KCS) principles </span></div> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <div id="page-2" class="_1mT5xdRAKS _0KLXrut28M _2XsHFMIZbP _0adFHsIZbP" data-testid="page-1"><span style="font-size: 12pt;">Gather accurate information and document customer issues in our CRM tool </span></div> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <div id="page-2" class="_1mT5xdRAKS _0KLXrut28M _2XsHFMIZbP _0adFHsIZbP" data-testid="page-1"><span style="font-size: 12pt;">Remain up to date with all aspects of the SSL certificate products to meet customer needs at all times</span></div> </li> </ul> <p> </p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>What you will have</strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Professional working proficiency in German (essential)</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">1+ years technical support or IT client interfacing experience</li> <li style="font-family: arial, hel