Remote Technical Support Consultant

Summary

Join our team at DotActiv as a Customer Success Consultant, providing technical support, analyzing user engagement data, and contributing helpful content to improve the customer experience.

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 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 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

Responsibilities

• 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
• Provide data analysis, processing and validation using excel and SQL

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)