[Hiring] Technical Support Consultant @DotActiv

Role Description

Our customers rely on us to provide them with the software and services they need to create exceptional in-store experiences. What we provide allows retailers and suppliers in more than 90 countries to craft data-driven assortments and product layouts that drastically increase store performance.

As technical support, your main duties would be as follows:

• Analyse knowledgebase user engagement data and contribute helpful content to improve the customer experience.
• Receive, analyse and manage customer support cases and provide meaningful solutions to ensure customer success.
• Provide customers with space planning advice that goes beyond mere technical support to ensure that they achieve their goals.
• Analyse customer support cases to determine new features to be logged for development and deployment/software errors to be logged for immediate fixing.
• Provide data analysis, processing and validation using Excel and SQL.
• Be subject to a rotational on-call schedule, with remuneration for “On-call” time over and above your monthly salary.

You will be required to work remotely, with a monthly Cost to Company between R18,000 and R20,000 (depending on your qualifications and experience).

Qualifications

• Any relevant IT certificates or qualifications would be advantageous.
• Strong written and oral communication skills in English.
• An additional language will be advantageous, specifically Spanish, Portuguese, French or another widely spoken language.

Requirements

• Knowledge of the principles of customer service in relation to software products.
• DotActiv Enterprise software knowledge.
• Computer packages & systems currently in use by the company.
• Project management.
• Customer coaching & support.
• Competent use of job-specific in-house systems used by the company.
• Intermediate MS Office (Word, Excel, PowerPoint) & deploy ability within Google Suite.
• Basic to Intermediate MS SQL or similar solution.
• Problem-solving (Trouble-shooting).
• Intermediate MS Operating Systems (Windows 10, 11, Server).
• Ability to test software for bugs and feature readiness.
• IIS/SSL Certificates.

Soft Skills

• Ability to patiently support, educate and assist customers.
• Good oral & written communication skills.
• Excellent client relationship skills (Quality client engagement).
• High capacity to represent the brand.
• Ability to multitask & remain attentive in an often-busy environment.
• Be naturally calm and focused.
• Be versatile if participation in other types of activity is required.
• Team player (especially within a matrix project environment).

Character Traits

• Empathetic
• Able to deal with regular stress peaks
• Curious
• Positive and Upbeat
• Technician/Problem solver at heart

Benefits

• Starting monthly Cost to Company salary of between R18k and R20k, depending on your qualifications and experience.
• Working remotely and assisting customers remotely online.
• Significant investment in your development (both internal and external training).
• Transparent job grading system for fair compensation.
• Developmental path specific to your circumstances, allowing you to grow your career with us.