Technical Support Consultant

🕒 September 2

🇿🇦 South Africa – Remote

💵 R18k - R20k / month

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 3%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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DotActiv

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🛒 Retail

🤝 B2B

SaaS • Retail • B2B

DotActiv is a provider of category management solutions, focusing on optimizing shelf space, curating product assortments, and making savvy category management decisions for retailers and suppliers. Their services include planogram development, assortment optimization, clustering, floor space optimization, and retail data analysis, supported by powerful AI assistants like Lola and Luna. DotActiv's software solutions enable real-time data-driven insights, allowing retailers to enhance product visibility, meet customer demand, and drive sales growth. With a strong emphasis on sustainability, DotActiv also helps retailers prioritize eco-friendly products to align with market trends and consumer preferences. Their comprehensive suite of tools supports businesses in over 31 countries, promising measurable results in sales, stock turn, and margins through enhanced strategic store and product management.

📋 Description

• Analyse knowledgebase user engagement data and contribute helpful content to improve customer experience. • Receive, analyse and manage customer support cases. • Provide meaningful solutions through knowledgebase articles, remote support, scheduled training, troubleshooting and advice. • Provide space planning advice beyond technical support to help customers achieve their goals. • Analyse support cases to identify new features for development and software errors requiring immediate fixes. • Provide data analysis, processing and validation using Excel and SQL. • Participate in a rotational on-call schedule to support customers across different time zones. • Provide proactive remote customer support for DotActiv’s category management software and services.

🎯 Requirements

• 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 of the principles of customer service in relation to software products. • DotActiv Enterprise software knowledge. • Knowledge of computer packages and systems currently in use by the company. • Project management. • Customer coaching and support. • Competent use of job-specific in-house systems. • Intermediate MS Office (Word, Excel, PowerPoint) and deployment ability within Google Suite. • Basic to Intermediate MS SQL or similar solution. • Problem-solving and troubleshooting. • Intermediate MS Operating Systems (Windows 10, 11, Server). • Ability to test software for bugs and feature readiness. • IIS/SSL Certificates. • Ability to patiently support, educate and assist customers. • Excellent client relationship skills. • High capacity to represent the brand. • Ability to multitask and remain attentive in a busy environment. • Ability to remain calm and focused. • Versatility when participation in other activities is required. • Team-player capability, especially within a matrix project environment. • Empathetic, curious, positive and upbeat character. • Ability to deal with regular stress peaks. • Technician/problem-solver mindset.

🏖️ Benefits

• Starting monthly Cost to Company salary of between R18k and R20k • Remote working • Significant investment in development through internal and external training • Transparent job grading system • Fair pay without favouritism • Developmental career path