Technical Support Consultant

Provide technical support to customers using DotActiv software, analyze customer support cases, and contribute to knowledge base content. Analyze customer support cases to determine new features to be logged for development and deployment/software errors to be logged for immediate fixing. Provide data analysis, processing, and validation using Excel and SQL.

Requirements

• Any relevant IT certificates or qualifications
• Strong written and oral communication skills in English
• Knowledge of the principles of customer service in relation to software products
• DotActiv Enterprise software knowledge
• Project management
• Customer coaching & support
• Competent use of job-specific in-house systems used by the company
• Intermediate MS Office & 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
• Ability to patiently support, educate and assist customers
• Good oral & written communication skills
• Excellent client relationship skills (Quality client engagement)
• High capacity to represent the brand
• Ability to multitask & remain attentive in an often-busy environment
• Be naturally calm and focused
• Be versatile if participation in other types of activity is required
• Team player (especially within a matrix project environment)
• Empathetic
• Able to deal with regular stress peaks
• Curious
• Positive and Upbeat
• Technician/ Problem solver at heart

Benefits

• Starting monthly Cost to Company salary of between R18k and R22k
• Remote work
• Significant investment in development (both internal and external training)
• Transparent job grading system
• Developmental path specific to individual circumstances