Technical Support Consultant

About the role

DotActiv provides category management software and services that help retailers and suppliers analyse retail data and create data-driven assortments, planograms and floor plans. It is looking for a Technical Support Consultant to give proactive, empathetic support to its software users, who are spread across many time zones. The role is remote, based in Pretoria.

Key responsibilities

• Analyse knowledgebase user engagement data and contribute content that improves the customer experience
• Receive, analyse and manage customer support cases, including new or existing knowledgebase articles, remote support, scheduled training, troubleshooting and advice
• Give customers space planning advice beyond pure technical support
• Analyse support cases to identify new features to log for development and software errors to fix immediately
• Provide data analysis, processing and validation using Excel and SQL (a mandatory course is part of onboarding)
• Work under a rotational on-call schedule; on-call availability is paid in addition to the monthly salary

Required profile

• A great attitude and an "always learning" mindset
• Relevant IT certificates or qualifications are advantageous
• Strong written and oral English; an additional language such as Spanish, Portuguese, French or another widely spoken one is advantageous
• Ability to deal with regular stress peaks, be patient and empathetic, and work well in a busy, fast-growing environment

Required skills

• Intermediate MS Office (Word, Excel, PowerPoint) and Google Suite
• Basic to intermediate MS SQL or similar
• Intermediate Windows 10, 11 and Server
• Knowledge of DotActiv Enterprise software and the company's in-house systems
• IIS/SSL certificates

What we offer

• Remote work with a monthly cost-to-company salary of R18,000 to R20,000 depending on qualifications and experience
• Significant investment in internal and external training and a clear developmental path
• Opportunity to engage daily with retail brands from around the world