Technical Support Consultant

Our customers rely on us to provide them with the software and services they need to create exceptional in-store experiences. Our solutions enable retailers and suppliers in more than 90 countries to craft data-driven assortments and product layouts that increase store performance. Users benefit from a comprehensive library of resources available on our online learning platform and our DotActiv searchable knowledgebase.

There are times when software users need knowledgeable support from an empathetic technical support specialist. As technical support, your main duties would be as follows:

1. Analyse knowledgebase user engagement data and contribute helpful content to improve the customer experience.
2. 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)
3. Provide customers with space planning advice that goes beyond mere technical support to help them achieve their goals.
4. Analyse customer support cases to determine new features to be logged for development and deployment, or software errors to be logged for immediate fixing.
5. Provide data analysis, processing and validation using Excel and SQL, since plans are dependent on accurate data. (A mandatory onboarding course is provided)
6. Work on a rotational on-call schedule to accommodate customers in different time zones; on-call time is remunerated above the monthly salary.

You will be required to work remotely, with a monthly Cost to Company between R and R (depending on qualifications and experience), as we seek proactive customer support.

Who is DotActiv?

DotActiv provides category management software and services enabling retailers and suppliers to analyse retail data and create data-driven assortments, planograms and floor plans. We are a passionate team focused on success. Our company is composed of approximately 70% females with an average age around 26 to 28 years old.

Working in technical support at DotActiv offers daily interaction with top retail brands from around the world. The work environment is culturally diverse, challenging, and rewarding. Our business is growing quickly, creating a high-pressure environment. Your colleagues will push you to excel while providing genuine support.

A great attitude is essential, followed by an "always learning" mindset. In addition to these core attributes, please possess or be willing to obtain (with our help) the following skills and abilities:

Education and Language:

• Any relevant IT certificates or qualifications would be advantageous.
• Strong written and oral communication skills in English.
• Additional language skills are advantageous (Spanish, Portuguese, French or another widely spoken language).

Knowledge and Computer Skills

• 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 in-house systems used by the company.
• Intermediate MS Office (Word, Excel, PowerPoint) and proficiency within Google Suite.
• Basic to intermediate MS SQL or similar solution.
• Problem-solving (troubleshooting).
• Intermediate MS Operating Systems (Windows 10, 11, Server).
• Ability to test software for bugs and feature readiness.
• IIS/SSL Certificates.

Soft Skills

To thrive in this position, you will need the following soft skills:

• Ability to patiently support, educate and assist customers.
• Good oral and written communication skills.
• Excellent client relationship skills (quality client engagement).
• High capacity to represent the brand.
• Ability to multitask and remain attentive in a busy environment.
• Be naturally calm and focused.
• Be versatile in case participation in other activities 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

Here's what you can expect as technical support:

• Starting monthly Cost to Company salary of between R18k and R22k, depending on qualifications and experience.
• Remote work with customers online.
• Investment in your development (internal and external training).
• Transparent job grading system that ensures fair pay.

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