Technical Support Analyst

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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