Technical Support Consultant Job Pretoria area,South Africa,IT/Tech

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. Our software users enjoy a wealth of capabilities and a comprehensive library of resources which are available on both our online learning platform and our Dot Activ searchable knowledgebase.

There are times when our software users need knowledgeable support from an empathetic technical support person - 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. (new or existing knowledge base articles, remote support, scheduled training, troubleshooting and advice)

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.

Since customers are creating plans which are dependent on accurate data you will be required to provide data analysis, processing and validation using excel and SQL. (A mandatory course for this will be a part of your onboarding).

Since many of our customers are in different time zones and we seek to provide them with exceptional support you will be subject to a rotational on-call schedule. Making yourself available for “On-call” time is remunerated over and above your monthly total cost to company 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), we’re looking for someone to provide proactive customer support.

Who is Dot Activ?

Dot Activ provides category management software and services which enable retailers and suppliers to analyse their retail data and create data-driven assortments, planograms and floor plans. We’re a passionate group of young people that want to be successful in everything we do. Our entire company is made up of +-70% of females while the average age is about 26 to 28 years old.

What

does that mean for you?

Working in technical support at Dot Activ, you would have the opportunity of engaging with top retail brands from all corners of the world every single day. The multiplicity of culture exposure is dramatic and can be both very challenging and rewarding. Our business is growing quickly which makes for a high-pressure environment.

Your colleagues will push you to be better because as a group we want to win out there in the market but they will also support you in a very sincere way.

What we will expect from you

A great attitude is what is most important. The next most important thing we will expect is an “always learning” mindset. Besides these critical ingredients, you will need to possess or in some instances be willing to acquire (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.
An additional language will be 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 &…