Technical Support Consultant at DotActiv | Remote

DotActivRemote — Pretoria, Gauteng, South Africa

Remote Full-time ZAR 216K/yr - ZAR 264K/yr

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Experience Level

Entry Level

Qualifications

The ideal candidate will possess the following qualifications:A strong understanding of customer support processes and a passion for helping clients. Experience with data analysis tools such as Excel and SQL. Excellent communication skills, both written and verbal. Ability to work independently and manage time effectively in a remote setting. A proactive approach to problem-solving and customer service.

About the job

Role Overview

The Technical Support Consultant provides responsive and knowledgeable assistance to DotActiv software users. This role focuses on resolving customer issues, sharing expertise, and helping clients get the most from DotActiv’s solutions.

What You Will Do

Analyze user engagement data from the knowledge base and contribute new or improved content to enhance customer experience.
Receive, investigate, and manage customer support cases. Deliver effective solutions, which may involve updating knowledge base articles, offering remote support, conducting scheduled training, and troubleshooting issues.
Advise customers on space planning, going beyond standard technical support to help them reach their goals.
Review customer support cases to identify feature requests for development and report software errors for prompt resolution.
Perform data analysis, processing, and validation using Excel and SQL. Mandatory training is provided during onboarding.
Take part in a rotational on-call schedule to support customers in different time zones. Additional compensation is offered for on-call hours.

Compensation and Location

This is a remote role based in Pretoria, Gauteng, South Africa. Monthly Cost to Company ranges from R18,000 to R22,000, depending on qualifications and experience.

About DotActiv

DotActiv specializes in category management software and services, enabling retailers and suppliers to analyze their retail data and create data-driven assortments, planograms, and floor layouts. Our team is passionate and youthful, comprising approximately 70% females, with an average age between 26 and 28 years.

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