DotActiv
Retail
TechnicalSupportConsultant
“Technical Support Consultant at DotActiv. Skills: Technical support, Customer success, Data analysis, Problem-solving. Analyse knowledgebase user engagement data and contribute helpful content to improve the customer experience. Receive, analyse and manage customer support cases and provide meaningful solutions to ensure customer success”
What You'll Achieve.
Ensure customer success; Achieve customer goals; Proactive customer support
Industry & Context.
Problem-solving (Trouble-shooting); Technician/ Problem solver at heart
Rotational on-call schedule, On-call time is remunerated over and above your monthly total cost to company salary
What They're Looking For.
Must Have
written and oral communication skills in English, Knowledge of the principles of customer service in relation to software products, DotActiv Enterprise software knowledge, Computer packages & systems currently in use by the company, Project management, Customer coaching & support, Competent use of job-specific in-house systems used by the company, Intermediate MS Office (Word, Excel, PowerPoint) & 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
Nice to Have
Any relevant IT certificates or qualifications would be advantageous, An additional language will be advantageous, specifically Spanish, Portuguese, French or another widely spoken language
What You'll Do.
Analyse knowledgebase user engagement data and contribute helpful content to improve the customer experience
analyse and manage customer support cases and provide meaningful solutions to ensure customer success
Provide customers with space planning advice that goes beyond mere technical support to ensure that they achieve their goals
Analyse 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
How You'll Work.
Team & Collaboration
Team player (especially within a matrix project environment)
Communication Scope
written and oral communication skills in English; Good oral & written communication skills
Process & Methodology
Project management
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