Technical Support Consultant

1 hour, 58 minutes ago
Full-time
Junior
Data Science and Analytics
DotActiv

DotActiv

DotActiv is the world's leading all-in-one category management platform that helps retailers maximize their selling potential through cutting-edge technology, unrivaled services, and data-driven category optimization. With a focus on deep expertise, po...

Distributors
51-250
Founded 2001

Description

  • Analyse knowledge base user engagement data and create helpful content to improve the customer experience.
  • Receive, analyse, and manage customer support cases and provide effective solutions.
  • Deliver remote support, scheduled training, troubleshooting, and advice to customers.
  • Provide space planning guidance to help customers achieve their business goals.
  • Identify software errors for immediate fixing and log new feature requests for development and deployment.
  • Perform data analysis, processing, and validation using Excel and SQL to support accurate customer plans.
  • Work on a rotational on-call schedule to support customers across different time zones.
  • Contribute to customer coaching and support through clear, empathetic communication.
  • Test software for bugs and feature readiness as needed.
  • Represent the DotActiv brand professionally while working in a busy, high-pressure environment.

Requirements

  • Any relevant IT certificate or qualification is advantageous.
  • Strong written and verbal communication skills in English.
  • An additional language such as Spanish, Portuguese, French, or another widely spoken language is advantageous.
  • Knowledge of customer service principles in relation to software products.
  • DotActiv Enterprise software knowledge is required or should be learned with support.
  • Intermediate MS Office skills, including Word, Excel, and PowerPoint, and the ability to work within Google Suite.
  • Basic to intermediate MS SQL or a similar solution is required.
  • Intermediate knowledge of Windows 10, Windows 11, and Windows Server operating systems.
  • Ability to test software for bugs and feature readiness.
  • Familiarity with IIS/SSL certificates is required or preferred.
  • Ability to patiently support, educate, and assist customers with strong client relationship skills.
  • Ability to multitask, stay calm under pressure, and work well in a team environment.
  • An empathetic, curious, positive, and problem-solving mindset.
  • Willingness to learn and acquire new skills with company support.
  • Availability to work a rotational on-call schedule.

Benefits

  • Monthly Cost to Company salary of R18,000 to R22,000, depending on qualifications and experience.
  • Remote work arrangement.
  • On-call time is remunerated over and above the monthly salary.
  • Significant investment in internal and external training.
  • A transparent job grading system and clear path to earning more.
  • A developmental career path tailored to individual circumstances.

Interested in this position?

Apply directly on the company website

Apply Now

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