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Technical Support Consultant

DotActivRemote — Pretoria, Gauteng, South Africa
Remote Full-time ZAR 18K/mo - ZAR 22K/mo

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Experience Level

Experience

Qualifications

To excel in this role, candidates should possess:Strong analytical and problem-solving skills. Excellent communication abilities, both written and verbal. Experience with data analysis tools such as Excel and SQL. A customer-centric mindset with an empathetic approach to support. Ability to thrive in a fast-paced, high-pressure environment. Prior experience in technical support or related fields is a plus.

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:

  1. Analyzing knowledge base user engagement data and contributing valuable content to enhance the customer experience.
  2. Managing and resolving customer support cases by providing effective and meaningful solutions, including knowledge base articles, remote support, scheduled training, troubleshooting, and expert advice.
  3. Offering strategic space planning guidance that transcends basic technical support, helping clients achieve their business objectives.
  4. Reviewing customer support cases to identify opportunities for new feature development and logging software errors for prompt resolution.
  5. 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.)
  6. 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.

About DotActiv

DotActiv is a leading provider of category management software and services, enabling retailers and suppliers to analyze retail data and create data-driven assortments, planograms, and floor plans. Our passionate team, comprising approximately 70% women, is dedicated to achieving success in everything we undertake. With an average age of 26 to 28, we are a youthful and vibrant workforce eager to make a significant impact in the retail industry.

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