Technical Support Analyst Details

Technical Support Analyst

DigiCert, Inc. - Lehi, UT

Employment Type : Full-Time

at DigiCert
Lehi, Utah

ABOUT DIGICERT

DigiCert is the world’s premier provider of high-assurance digital certificates. Since our founding in 2003, we’ve been driven by the idea of finding a better way. A better way to provide authentication on the internet. A better way to tailor solutions to our customers’ needs. A better way to enrich our employees’ lives with opportunities to create the unexpected. Some people just want a job – others want to transform themselves and the connected world we live in. If you’re the latter, join us in finding better ways to help people believe in their digital interactions.

JOB DESCRIPTION

DigiCert’s Technical Support team exhibits high energy, deep technical skills and a drive to get things done. We are looking for an energetic team-player with excellent organization, communication and technical skills to handle customer service inquiries concerning DigiCert's Security Services products. The ideal candidate will have a passion for providing customers with a world-class experience. This person will act as the primary point of contact for our customers and will work with DigiCert's product, engineering and marketing teams to share customer feedback to drive improvements. A Technical Support Analyst will be immersed in DigiCert's fast-paced environment and will be expected to proactively contribute suggestions about how to make our customers and DigiCert successful.

RESPONSIBILITIES

Deliver excellent customer service in order to resolve customer concerns and retain customers.
Respond to incoming customer inquiries about Digicert products
Provide superior customer service and build successful long-term relationships with external clients to ensure customer loyalty
You may need to work with technical support engineers to resolve issues reported by customers.
You will be communicating via support tickets, email, phone, and chat.
Receive inbound customer emails/calls and place outbound follow up emails/calls during scheduled hours, providing an excellent 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 Centered Support (KCS) principles
Demonstrate ability to accurately gather information and document customer issues through the CRM tool
Remain fully aware of the availability of all aspects of the SSL certificate products so that every opportunity to meet our customer's needs is taken.
Arrive to work on time, have no unauthorized absences, and ensure accurate recording of time-sheet information.
Achieve and maintain high levels of customer satisfaction

JOB COMPETENCIES (Knowledge, Skills and Experience)

Preferred BS in Computer Science, related technical degree, or equivalent work experience
Understanding of PKI, SSL, Codesigning, HTML, DNS, S/MIME, SMTP, and networking protocols are a plus
Basic understanding of Internet principles, terminology and functionality.
Familiarity with UNIX script commands, website/web server administration a strong plus.
Certifications are a plus (i.e. CISSP, MCSE, CCNA).
0 - 2 years technical support or IT experience interfacing with external clients.
Administrative Knowledge of Microsoft Windows Servers and Apache (OpenSSL). Linux and other Server administration knowledge a plus
Basic understanding of networking protocols and devices, web servers and VPN.

ATTRIBUTES

Ability to think on your feet – good problem-solving skills.
Must display Values (Innovation, Action, Customer driven, and Trust) in actions and work.
Possess a positive attitude and outlook.
Customer-focused and can demonstrate mastery of customer service skills.
Customer-facing experience (you have dealt with customers directly, and you are a “people-person” who knows how to talk to clients).
Strong problem solving and analytical skills.
Ability to multi-task.
Quickly adapt to new technology and terminology.
Ability to work individually as well as in a team environment.
Be proactive, self-directed, detailed and organized in order to take lead of any situation.

DIGICERT BENEFITS

DigiCert offers a competitive benefits package for all of our full-time employees. If you want to know more about them, please reach out to us at Life@digicert.com.

Learn about our culture here - > https://www.linkedin.com/company/digicert-inc-/life/?viewAsMember=true

DigiCert is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, DigiCert prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified person with disabilities, and protected veterans are strongly encouraged to apply.