DotActive is Hiring a Remote Technical Support Consultant in South Africa

Our customers rely on us to provide them with the software and services they need to create exceptional in-store experiences. What we provide allows retailers and suppliers in more than 90 countries to craft data-driven assortments and product layouts that drastically increase store performance. Our software users enjoy a wealth of capabilities and a comprehensive library of resources which are available on both our online learning platform and our  DotActiv searchable knowledgebase. 

There are times when our software users need knowledgeable support from an empathetic technical support person – that’s where you come in.

As technical support your main duties would be as follows: 

1. Analyse knowledgebase user engagement data and contribute helpful content to improve the customer experience. 
2. 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)
3. Provide customers with space planning advice that goes beyond mere technical support to ensure that they achieve their goals.
4. Analyse customer support cases to determine new features to be logged for development and deployment/ software errors to be logged for immediate fixing.
5. 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).
6. 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. 

Who is DotActiv?

DotActiv provides category management software and services which enable retailers and suppliers to analyse their retail data and create data-driven assortments, planograms and floor plans. We’re a passionate group of young people that want to be successful in everything we do. Our entire company is made up of +-70% of females while the average age is about 26 to 28 years old.

Requirements

What we will expect from you

A great attitude is what is most important. The next most important thing we will expect is an “always learning” mindset. Besides these critical ingredients, you will need to possess or in some instances be willing to acquire (with our help) the following skills and abilities: 

Education and Language:

• 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.

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 (Windows 10, 11, Server).
• Ability to test software for bugs and feature readiness.
• IIS/SSL Certificates.

Benefits

What you can expect from DotActiv

Here’s what you can expect from DotActiv as technical support:

• 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.