Technical Support Consultant

Summary

Join DotActiv as a Technical Support Specialist and provide exceptional support to our global clientele. Analyze knowledgebase user engagement data and contribute to content improvements. Receive, analyze, and manage customer support cases, offering solutions through various channels. Provide space planning advice beyond technical support to help customers achieve their goals. Analyze support cases to identify new features or software errors for development and deployment. Utilize Excel and SQL for data analysis, processing, and validation. Work remotely with a rotational on-call schedule, compensated additionally. The role offers a monthly Cost to Company salary between R18,000 and R22,000, depending on qualifications and experience.

Requirements

• Strong written and oral communication skills in English
• 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 (Windows 10, 11, Server)
• Ability to test software for bugs and feature readiness
• IIS/SSL Certificates
• Ability to patiently support, educate and assist customers
• Good oral & written communication skills
• Excellent client relationship skills (Quality client engagement)
• High capacity to represent the brand
• Ability to multitask & remain attentive in an often-busy environment
• Be naturally calm and focused
• Be versatile if participation in other types of activity is required
• Team player (especially within a matrix project environment)
• Empathetic
• Able to deal with regular stress peaks
• Curious
• Positive and Upbeat
• Technician/ Problem solver at heart

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. (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 R22 000 (depending on your qualifications and experience), we’re looking for someone to provide proactive customer support

Preferred Qualifications

• Any relevant IT certificates or qualifications would be advantageous
• An additional language will be advantageous, specifically Spanish, Portuguese, French or another widely spoken language

Benefits

• You’ll receive a starting monthly Cost to Company salary of between R18k and R22k , depending on your qualifications and experience
• You’ll be working remotely and assisting customers remotely online
• Your success is important to us so you can expect that we will invest significantly in your development (both internal and external training)
• The when and how of earning more is completely transparent - our job grading system is open to scrutiny because we believe in paying fairly and without favouritism
• We will offer you a developmental path specific to your circumstances, allowing you to grow your career with us