Technical Support Analyst at DigiCert

<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&nbsp;<a href="http://www.digicert.com/">www.digicert.com</a></span></p></div><p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Job summary</strong></span></p> <p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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.</span></p> <p style="line-height: 1.4;">&nbsp;</p> <p style="line-height: 1.4;"><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;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Deliver world-class customer service to resolve customer concerns and retain customers.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Build successful long-term relationships with external clients to ensure customer loyalty.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Partner with technical support engineers to resolve issues reported by customers.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Engage with internal and external customers via support tickets, email, phone, and chat.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; 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></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Achieve productivity related targets including support tickets processed, average response time, average time to close, etc.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Actively contribute to Web self-help by using Knowledge Centred Support (KCS) principles.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Gather accurate information and document customer issues in our CRM tool.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Remain up to date with all aspects of the SSL certificate products to meet customer needs at all times.</span></li> </ul> <p style="line-height: 1.4;">&nbsp;</p> <p style="line-height: 1.4;"><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;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">1+ years technical support or IT client interfacing experience.</span></li> <li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Adaptable, versatile, customer obsessed, solution-oriented, proactive and passionate about technology.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Basic understanding of Internet principles, terminology and functionality.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Basic understanding of networking protocols and devices, web servers and VPN.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Understanding of PKI, SSL, Code signing, HTML, DNS, S/MIME, SMTP, and networking protocols (advantageous).</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Familiarity with UNIX script commands, website/web server administration (advantageous).</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Administrative knowledge of Microsoft Windows Servers, Apache (OpenSSL), Linux and other Server administration (advantageous).</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Certifications such as CISSP, MCSE and CCNA (advantageous).</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Computer Science, Information Systems or Information Technology qualification - Nice to have.</li> </ul> <p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Benefits</strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Competitive compensation and comprehensive benefits package&nbsp;&nbsp;</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Generous paid time off, including holidays and&nbsp;additional&nbsp;leave options&nbsp;&nbsp;</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Family-friendly leave policies, including maternity, paternity, and other supportive leave programs&nbsp;&nbsp;</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Health and wellness support, including medical&nbsp;<em>cover</em>&nbsp;(where applicable), gym reimbursements, and mental well-being resources&nbsp;&nbsp;</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Pension, life insurance, and income protection benefits (location dependent)&nbsp;&nbsp;</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Employee Assistance Program with 24/7 confidential support for employees and their families&nbsp;&nbsp;</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Education&nbsp;assistance&nbsp;and professional development opportunities&nbsp;&nbsp;</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Access to LinkedIn Learning and continuous learning resources&nbsp;&nbsp;</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Employee referral bonus program and&nbsp;additional&nbsp;company&nbsp;perks&nbsp;and discounts&nbsp;&nbsp;</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Business travel insurance and global employee support programs</span></li> </ul> <p style="line-height: 1.4;">&nbsp;</p> <p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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.</span></p> <p style="line-height: 1.4;">&nbsp;</p> <p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">#LI-SD1</span></p>