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Technical Support Consultant

8 hours, 2 minutes ago
South Africa
Full-time
Junior
Data Analyst
Data Science and Analytics
SQL Windows Server
Apply Now
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
View All Jobs 5

Description

  • Analyse knowledge base user engagement data and contribute content that improves the customer experience.
  • Receive, analyse, manage, and resolve customer support cases with meaningful solutions.
  • Provide remote support, scheduled training, troubleshooting, and customer advice.
  • Offer space planning guidance that helps customers achieve their business goals.
  • Analyse support cases to identify software features for development and errors for immediate fixing.
  • Perform data analysis, processing, and validation using Excel and SQL to support accurate customer plans.
  • Participate in a rotational on-call schedule to support customers in different time zones.
  • Assist with customer coaching and support through proactive, empathetic communication.
  • Test software for bugs and feature readiness when required.
  • Work with internal systems and cross-functional teams in a busy, matrix-style environment.

Requirements

  • Any relevant IT certificate or qualification is advantageous.
  • Strong written and oral communication skills in English.
  • An additional widely spoken language such as Spanish, Portuguese, or French is advantageous.
  • Knowledge of customer service principles in relation to software products.
  • DotActiv Enterprise software knowledge is required or expected to be acquired.
  • Intermediate MS Office skills, including Word, Excel, and PowerPoint, with ability to use Google Suite.
  • Basic to intermediate MS SQL or a similar solution.
  • Intermediate knowledge of Microsoft operating systems, including Windows 10, Windows 11, and Windows Server.
  • Ability to test software for bugs and feature readiness, including IIS and SSL certificates knowledge.
  • Ability to patiently support, educate, and assist customers, with strong problem-solving skills and a calm, focused approach.
  • Willingness to learn and acquire new skills with support from the company.
  • Ability to multitask, remain attentive, and work as a team player in a high-pressure environment.

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 above the monthly salary.
  • Significant investment in internal and external training.
  • Transparent job grading system with fair pay progression.
  • A developmental path tailored to your circumstances.
  • Opportunity to work with top retail brands across many countries.

Interested in this position?

Apply directly on the company website

Apply Now

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