Technical Support Analyst

About the role

DigiCert, a global leader in digital trust, is looking for a Technical Support Analyst to join its Technical Support team in Melbourne. You will be the primary point of contact for customers and work with product, engineering and marketing teams to resolve issues, drive improvements and help customers succeed.

Key responsibilities

• Resolve customer concerns and build long-term relationships with external clients
• Work with technical support engineers to fix issues reported by customers
• Handle inbound emails and calls and follow up with outbound emails or calls during working hours
• Meet productivity targets such as tickets processed, average response time and time to close
• Contribute to web self-help using Knowledge Centred Support (KCS) principles
• Document customer issues accurately in the CRM tool and stay up to date on SSL certificate products

Required profile

• 1+ years of technical support or IT client interfacing experience
• Customer-focused, solution-oriented and proactive attitude
• Basic understanding of internet principles, terminology and functionality
• Computer Science, Information Systems or Information Technology qualification (nice to have)

Required skills

• Basic understanding of networking protocols and devices, web servers and VPN
• Advantageous: PKI, SSL, code signing, HTML, DNS, S/MIME, SMTP and networking protocols
• Advantageous: UNIX scripting, web server administration, Microsoft Windows, Apache (OpenSSL) and Linux server administration
• Advantageous: CISSP, MCSE and CCNA certifications

What we offer

• Competitive pay and a comprehensive benefits package
• Paid time off, family-friendly leave and health and wellness support
• Pension, life insurance and income protection (location dependent)
• Employee assistance program, education assistance and access to LinkedIn Learning
• Employee referral bonus and additional perks and discounts