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Technical Support Agent (German speaker)

Operations/Manufacturing/Customer & Technical Service
190000B2 Requisition #
Technical Support Agent                                                                                   REQ# 190000B2


Position Overview:

The Technical Support Agent is responsible for providing Entrust Datacard customers and partners with technical support for a variety of operational, network, server, or related services via telephone, chat and e-mail. The successful applicant will be working in a dynamic environment where initiative and a willingness to take on responsibility is a must. This position will be based in our Reading Office.

  • Interact daily with customers in order to identify, document and resolve customer issues.
  • Provide timely, reliable and professional service.
  • Interact with various functional departments to provide timely and accurate solutions to end customers.
  • Develop policies and procedures to help strengthen the business.
  • Responsible for gathering and verifying the authenticity of the caller to ensure that they are qualified customers of Entrust Datacard as listed in the verified customer account details.
  • Maintain ongoing tracking of work using approved productivity tools to ensure customer issues are properly tracked and are continuing to move toward satisfactory resolution within prescribed service level timelines
  • Assist Entrust Datacard Partners and Affiliates with enquiries and/or customer issues
  • Be available to take action on work as assigned
  • Maintain operational documentation and participate in process improvement initiatives
  • Any other ad hoc duties as required or requested by support management
Basic Qualifications
  • Degree in Computer Science, IT or a related field.
  • General knowledge of Enterprise Security.
  • Experience in a direct technical support role
  • Working knowledge of the Microsoft and Linux based operating systems.
  • Ability to prioritize, multitask, and make decisions in a changing and dynamic team environment are essential
  • Knowledge of web servers (e.g., IIS, Apache), application servers (e.g., WebSphere, WebLogic, Tomcat), networking (TCP/IP, routers, firewalls, load balancers)
  • Strong analytical, troubleshooting, organizational, and problem solving skills.
  • Proven ability to provide exceptional customer service and adapt quickly to new challenges in a fast-paced environment.
  • Ability to work in a collaborative team environment
  • Excellent English language communication skills, both verbal and written are required
  • Business Arabic language skills is required

Preferred Qualifications:

  • Knowledge of Entrust Datacard products, PKI, authentication, single sign-on, identity management, fraud detection or access control products.
  • Databases (e.g., Oracle), and LDAP directories (e.g., Active Directory, Sun One Directory Server).
  • Experience with virtualization software knowledge, such as, VMWare ESX server.
  • Experience with Salesforce, Remedyforce or other CRM (Customer relationship management) an asset.

Our growing company relies on curious, dedicated and innovative colleagues to anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust Datacard technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers. Each year, our solutions secure billions of transactions — and every day, our technologies issue and manage more than 10 million secure identities. How do we do all of this? Together.


Join us. Together we’ll create solutions for a more connected, mobile and secure life. For more information, visit

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