Technical Support Consultant

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

📋 Description

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

• Receive, assess, and manage customer support inquiries.

• Deliver effective solutions via knowledge base articles, remote assistance, scheduled training, troubleshooting, and guidance.

• Offer space planning advice in addition to technical support to help customers meet their objectives.

• Review support cases to pinpoint new feature requests for development and software issues that need immediate attention.

• Conduct data analysis, processing, and validation using Excel and SQL.

• Engage in a rotational on-call schedule to assist customers across various time zones.

• Provide proactive remote support for DotActiv’s category management software and services.

⛳️ Requirements

• Relevant IT certifications or qualifications would be beneficial.

• Excellent written and verbal communication skills in English.

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

• Understanding of customer service principles related to software products.

• Familiarity with DotActiv Enterprise software.

• Knowledge of computer applications and systems currently utilized by the organization.

• Experience in project management.

• Skills in customer coaching and support.

• Proficient use of job-specific in-house software systems.

• Intermediate skills in MS Office (Word, Excel, PowerPoint) and proficiency in Google Suite.

• Basic to intermediate knowledge of MS SQL or comparable solutions.

• Strong problem-solving and troubleshooting abilities.

• Intermediate familiarity with MS Operating Systems (Windows 10, 11, Server).

• Capability to test software for bugs and feature readiness.

• Knowledge of IIS/SSL Certificates.

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

• Exceptional client relationship management skills.

• Strong ability to represent the brand positively.

• Ability to multitask and maintain focus in a fast-paced environment.

• Composure and focus under pressure.

• Flexibility to engage in additional activities as required.

• Team-oriented mindset, particularly in a matrix project environment.

• Empathetic, curious, positive, and enthusiastic demeanor.

• Capability to handle regular stress peaks effectively.

• Technician/problem-solver mentality.

🏝️ Benefits

• Competitive starting monthly Cost to Company salary ranging from R18k to R20k.

• Opportunity for remote work.

• Significant investment in professional development through both internal and external training.

• Clear and transparent job grading system.

• Equitable compensation without favoritism.

• Defined developmental career path.