Technical Support Consultant
New
D
DotActivRetail software
Workable workplace: remote; Workable locations: South Africa. Cape Town, Western Cape, South Africa. Pretoria, Gauteng, South Africa, Customers are in different time zones; rotational on-call schedule.Full-Time
Salary18,000 - 20,000 ZAR per month
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Job Details
- Languages
- Strong written and oral communication skills in English.
- Required Skills
- Microsoft SQL ServerMicrosoft ExcelMicrosoft OfficeGoogle WorkspaceTroubleshootingCustomer support
Requirements
- Communicate strongly in written and oral English.
- Understand customer-service principles for software products.
- Have knowledge of DotActiv Enterprise software.
- Use intermediate MS Office, including Word, Excel, and PowerPoint, and deploy within Google Suite.
- Have basic-to-intermediate MS SQL or a similar solution.
- Have intermediate knowledge of Windows 10, Windows 11, and Windows Server.
- Be able to test software for bugs and feature readiness.
- Have knowledge of IIS and SSL certificates.
- Use project-management, customer-coaching, and support skills.
- Patiently support, educate, and assist customers; troubleshoot problems and manage stress peaks.
- Be able to multitask, remain attentive, and work as a team member in a matrix project environment.
- Be available for a rotational on-call schedule.
Responsibilities
- Analyze knowledge-base user engagement data and contribute helpful content.
- Receive, analyze, and manage customer support cases and provide solutions.
- Support customers through knowledge-base articles, remote support, scheduled training, troubleshooting, and advice.
- Provide customers with space-planning advice.
- Analyze support cases and identify features to log for development and software errors to log for fixing.
- Analyze, process, and validate customer data using Excel and SQL.
- Participate in a rotational on-call schedule.
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