Technical Support Analyst

Job summary

We are in the market for a Technical Support Analyst to join our Technical Support team in Melbourne, Australia. 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.

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
• Following successful training and onboarding, standard working hours will be 9:00 am to 5:30 pm local time. These hours may be subject to change based on business requirements, operational needs, or team coverage.
• Weekend work may be required on an occasional or rotating basis to support business needs, incidents, or planned activities.

What you will have

• Adaptable, versatile, customer obsessed, solution-oriented, proactive and passionate about technology
• 1+ years technical support or IT client interfacing experience
• Understanding of PKI, SSL, Code signing, HTML, DNS, S/MIME, SMTP, and networking protocols (advantageous)
• Administrative knowledge of Microsoft Windows Servers, Apache (OpenSSL), Linux and other Server administration (advantageous)
• Familiarity with UNIX script commands, website/web server administration (advantageous)
• Certifications such as CISSP, MCSE and CCNA (advantageous)
• Computer Science, Information Systems or Information Technology qualification

Benefits

• Generous time off policies
• Top shelf benefits
• Education, wellness and lifestyle support

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