Technical Support Consultant

October 26

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DotActiv

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Category Management • Shelf and Floor Space Planning • Business Intelligence • Retail Software • Retail Solutions

51 - 200

Description

• At DotActiv, we pride ourselves on providing the global retail market with high-quality category management software and advisory services aimed at making in-store shopping an all-around better experience. • There are times when our software users need knowledgeable support from an empathetic customer success consultant - that's where you come in. • 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. • You will be required to provide data analysis, processing and validation using excel and SQL. • You will be subject to a rotational on-call schedule.

Requirements

• 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. • At least 1 year minimum experience in a similar position • 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.

Benefits

• You will be required to work remotely, • With a monthly Cost to Company between R12 000 and R18 000 (depending on your qualifications and experience), • We’re looking for someone to provide proactive customer support.