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Technical Support Consultant

1 month, 1 week 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, and manage customer support cases and provide practical solutions.
  • Provide remote support, scheduled training, troubleshooting, and advice to customers.
  • Offer space planning guidance to help customers achieve their 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 across different time zones.
  • Help create or update knowledge base articles and other support resources.
  • Test software for bugs and feature readiness when required.

Requirements

  • Relevant IT certificate or qualification is advantageous.
  • Strong written and oral communication skills in English.
  • An additional language is advantageous, especially Spanish, Portuguese, French, or another widely spoken language.
  • Knowledge of customer service principles in relation to software products.
  • DotActiv Enterprise software knowledge is required or will need to be acquired.
  • Intermediate MS Office skills, including Word, Excel, and PowerPoint, plus ability to use Google Suite.
  • Basic to intermediate MS SQL or a similar solution.
  • Intermediate knowledge of Windows 10, Windows 11, and Windows Server.
  • Ability to test software for bugs and feature readiness.
  • Familiarity with IIS and SSL certificates.
  • Strong problem-solving and troubleshooting ability.
  • Ability to patiently support, educate, and assist customers.
  • Excellent client relationship and communication skills.
  • Ability to multitask, stay attentive, and remain calm under pressure.
  • Empathetic, curious, positive, upbeat, and solution-oriented mindset.
  • Willingness to acquire additional skills with support from the company.

Benefits

  • Remote work with online customer support.
  • Monthly cost to company salary of R18,000 to R22,000 depending on qualifications and experience.
  • On-call remuneration paid in addition to the monthly salary.
  • Investment in internal and external training.
  • Transparent job grading and pay structure.
  • A developmental path tailored to your circumstances to support career growth.

Interested in this position?

Apply directly on the company website

Apply Now

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