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Technical Support Specialist
2 weeks ago
About Us
SSL.com is a leading global provider of digital certificates, PKI solutions, and cloud signing services. Our mission is to deliver robust, scalable trust services for secure communications, digital identity, and e-commerce.
Role Overview
The Technical Support Specialist will play a pivotal role in ensuring the success and satisfaction of our customers by providing technical assistance, troubleshooting advanced issues, and collaborating with internal teams.
Key Responsibilities
- Provide direct technical assistance via phone, email, and chat to guide customers through digital certificate installation and troubleshooting.
- Manage and resolve customer requests using ticketing systems and follow best practices for documenting and closing cases.
- Collaborate with engineering and product teams to address complex issues involving code signing, document signing, and PKI infrastructure.
- Offer technical coaching and guidance to other team members to foster continuous learning.
- Take initiative to research and solve edge-case problems and contribute to the company's knowledge base.
- Assist with content creation for technical documentation.
Required Skills & Qualifications
- Passion for customer service and commitment to delivering an exceptional client experience.
- At least 3 years of experience in customer-facing technical support roles.
- Strong communication skills, both verbal and written.
- Proficient in technical problem-solving and able to adapt in dynamic environments.
- Must have experience with installing and managing digital certificates (SSL/TLS), PKI, code signing, IOT, and document signing technologies.
- Hands-on experience with server-side Windows and/or Linux systems.
- Good understanding of TCP/IP, DNS, and basic network troubleshooting.
- Experience with CRM (Customer Relationship Management) and ticketing systems.
- Collaborative mindset, eager to assist colleagues and share knowledge across teams.
- Any industry IT certifications are a plus.