Customer Support Specialist

4 days ago


Johannesburg, Gauteng, South Africa DotActiv Full time

At DotActiv, we pride ourselves on delivering exceptional category management software and advisory services to the global retail market.

We're seeking a skilled Technical Support Consultant to join our team and provide top-notch support to our customers. As a key member of our support team, you will be responsible for analysing customer engagement data, contributing valuable content to improve the user experience, and providing meaningful solutions to ensure customer success.

Your duties will include:

  • Analysing knowledgebase user engagement data and creating helpful content to enhance the customer experience;
  • Managing customer support cases and providing effective solutions to ensure customer satisfaction;
  • Providing customers with expert advice on space planning to ensure they achieve their goals;
  • Identifying new features to be logged for development and software errors to be fixed immediately;
  • Performing data analysis, processing, and validation using Excel and SQL;
  • Participating in a rotational on-call schedule to provide exceptional support to customers across different time zones.

To succeed in this role, you'll need:

Qualifications
  • A minimum of 1 year's experience in a similar position;
  • Strong written and oral communication skills in English;
  • Relevant IT certificates or qualifications are advantageous;
  • An additional language such as Spanish, Portuguese, French, or another widely spoken language is beneficial.
Skills and Knowledge
  • Knowledge of customer service principles related to software products;
  • Familiarity with DotActiv Enterprise software;
  • Proficiency in computer packages and systems used by the company;
  • Project management skills;
  • Customer coaching and support expertise;
  • Competent use of in-house job-specific systems;
  • Intermediate MS Office skills, including Word, Excel, PowerPoint, and Google Suite deployment ability;
  • Basic to intermediate MS SQL or similar solution skills;
  • Problem-solving and troubleshooting abilities;
  • Intermediate MS Operating Systems skills.
Soft Skills
  • Ability to patiently support, educate, and assist customers;
  • Good oral and written communication skills;
  • Excellent client relationship skills;
  • Capacity to represent the brand effectively;
  • Ability to multitask and remain focused in a busy environment;
  • Natural calmness and focus;
  • Versatility to adapt to changing circumstances;
  • Team player skills, particularly in a matrix project environment.
Compensation

The monthly cost-to-company salary range for this position is between R12 000 and R18 000, depending on your qualifications and experience. This attractive package includes a remunerated rotational on-call schedule, ensuring you can maintain a healthy work-life balance while providing exceptional support to our customers.



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