Technical Support Analyst

at  DigiCert Inc

POSITION SUMMARY

We are in the market for a Technical Support Analyst, EMEA, who is fluent in Mandarin and professional working proficiency in English to join our Technical Support team.
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.

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