Technical Support Consultant

Overview

Our customers rely on us to provide them with the software and services they need to create exceptional in-store experiences. Our software enables retailers and suppliers in more than 90 countries to craft data-driven assortments and product layouts that dramatically improve store performance. Users have access to a comprehensive library of resources on our online learning platform and the Dot Activ knowledgebase.

There are times when our software users require knowledgeable and empathetic technical support. This role focuses on providing that support and helping customers achieve their goals.

• Analyse knowledgebase user engagement data and contribute content to improve the customer experience.
• Receive, analyse and manage customer support cases and provide meaningful solutions to ensure customer success (new or existing knowledge base articles, remote support, scheduled training, troubleshooting and advice).
• Provide customers with space planning advice that goes beyond technical support to help them achieve their goals.
• Analyse customer support cases to determine new features to log for development and deployment or software errors to be logged for immediate fixing.
• Provide data analysis, processing and validation using Excel and SQL as customers create plans dependent on accurate data. A mandatory onboarding course will cover this.
• Participate in a rotational on-call schedule to accommodate customers in different time zones; on-call time is remunerated in addition to the monthly salary.

You will be required to work remotely with a monthly Cost to Company between R18 000 and R22 000 (depending on qualifications and experience), with a focus on proactive customer support.

Education and Language:

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

Knowledge And Computer

Skills:

• Knowledge of the principles of customer service in relation to software products
• Dot Activ 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) & deployment within Google Suite
• Basic to Intermediate MS SQL or similar technology
• Problem-solving and troubleshooting
• 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 and written communication skills
• Excellent client relationship skills
• High capacity to represent the brand
• Ability to multitask and remain attentive in a busy environment
• Calm and focused demeanor
• Versatility for participation in other activities as required
• Team player (especially within a matrix project environment)

Character Traits:

• Empathetic
• Able to handle regular stress peaks
• Curious
• Positive and upbeat
• Problem-solving mindset

What you can expect from Dot Activ:

• Starting monthly Cost to Company salary between R18k and R22k, depending on qualifications and experience
• Remote work and remote customer assistance
• Significant investment in your development (internal and external training)
• Transparent pay structure through our job grading system

We will offer a developmental path specific to your circumstances to grow your career with us.