About the job
Join our dynamic team at DotActiv, where we empower retailers and suppliers across more than 90 countries to enhance their in-store experiences through our innovative software solutions. Our platform equips users with powerful data-driven tools to create effective assortments and product layouts that significantly boost store performance. With access to a vast library of resources on our online learning platform and a searchable knowledge base, our users are well-supported in their journey.
As a Technical Support Consultant, you'll play a vital role in ensuring our customers receive the empathetic and knowledgeable support they require. Your key responsibilities will include:
- Analyzing knowledge base user engagement data and contributing valuable content to enhance the customer experience.
- Managing and resolving customer support cases by providing effective and meaningful solutions, including knowledge base articles, remote support, scheduled training, troubleshooting, and expert advice.
- Offering strategic space planning guidance that transcends basic technical support, helping clients achieve their business objectives.
- Reviewing customer support cases to identify opportunities for new feature development and logging software errors for prompt resolution.
- Conducting data analysis, processing, and validation using Excel and SQL to ensure accuracy in customer plans. (A mandatory course on this will be part of your onboarding process.)
- Participating in a rotational on-call schedule to provide exceptional support across various time zones, with additional remuneration for your on-call availability.
This position offers the flexibility of remote work with a competitive monthly salary ranging from R18,000 to R22,000, depending on your qualifications and experience. We are seeking a proactive individual who is passionate about providing top-notch customer support.
