Technical Support Consultant

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Evaluate user engagement data from the knowledge base and contribute valuable content to enhance the customer experience.

• Receive, assess, and manage customer support inquiries, delivering effective solutions to ensure customer success, including new or existing knowledge base articles, remote support, scheduled training, troubleshooting, and guidance.

• Offer customers space planning advice that transcends basic technical support to help them achieve their objectives.

• Assess customer support inquiries to identify new features for development and log software errors for immediate resolution.

• Conduct data analysis, processing, and validation using Excel and SQL. (A mandatory course on this will be included in your onboarding).

• Participate in a rotational on-call schedule. Availability during “On-call” hours is compensated in addition to your monthly total cost to company salary.

⛳️ Requirements

• Relevant IT certifications or qualifications are advantageous.

• Excellent written and verbal communication skills in English.

• Proficiency in an additional language is a plus, particularly Spanish, Portuguese, French, or another commonly spoken language.

• Understanding of customer service principles related to software products.

• Familiarity with DotActiv Enterprise software.

• Knowledge of the computer packages and systems currently utilized by the company.

• Experience in project management.

• Skills in customer coaching and support.

• Competence in using job-specific in-house systems employed by the company.

• Intermediate proficiency in MS Office (Word, Excel, PowerPoint) and the ability to use Google Suite.

• Basic to intermediate understanding of MS SQL or similar solutions.

• Strong problem-solving skills (troubleshooting).

• Intermediate knowledge of MS Operating Systems (Windows 10, 11, Server).

• Capability to test software for bugs and feature readiness.

• Familiarity with IIS/SSL Certificates.

• Ability to patiently support, educate, and assist customers.

• Strong oral and written communication skills.

• Excellent client relationship management skills (quality client engagement).

• High capacity to represent the brand effectively.

• Ability to multitask and remain focused in a frequently busy environment.

• Naturally calm and focused demeanor.

• Flexibility to participate in various activities as required.

• Team-oriented, especially in a matrix project environment.

🏝️ Benefits

• You’ll receive a starting monthly Cost to Company salary of between **R18k and R22k**, based on your qualifications and experience.

• You’ll work remotely, providing assistance to customers **remotely** online.

• Your success is important to us, and we commit to **investing significantly in your development** (both internal and external training).

• The criteria for earning more is completely transparent - our job grading system is open to scrutiny, as we believe in fair and unbiased compensation.

• We will provide you with a developmental path tailored to your circumstances, enabling you to advance your career with us.