416 Senior Helpdesk Analyst jobs in South Africa

Overview

We are an international video-centric AIoT solution and service provider, delivering advanced security technologies to businesses and organizations across South Africa. We are seeking a Technical Support Engineer to provide expert support, installation assistance, and maintenance for our clients security systems.

• Introduce new product features to the Channel Customer, help customer to select and configure products
• Maintains knowledge of technology innovations and trends.
• Understand and consolidate customer demand for products, feedback to product department for product improvement
• To coordinate resources, provide technical support
• Identifies, investigates, and resolves users problems with software and hardware.
• Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
• Consults with clients to determine steps and procedures taken to identify and resolve the problem.
• Applies knowledge of software, hardware, and procedures to solve problems.
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
• Collaborates with other staff to research and resolve problems.
• Arranges service by RMA to repair or replace defective items.
• Performs other related duties as assigned.

• Degree in Network, communications, computers and other related fields
• At least 2 years of experience in customer technical support highly preferred.
• Technical knowledge in the CCTV and Network field

• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Professional and pleasant telephone manner
• Ability to explain technical issues to technical and nontechnical employees and customers
• Strong analytical and problem-solving skills
• Proficient with Microsoft Office Suite or related software
• Proficient with or the ability to quickly learn an array of hardware and software

Overview

SUMMARY : CCTV, Access Control, Alarms, Gate motors and Electric Fence and able to technically support the pro

Technical Support Manager (POS24084)

Randburg

R 15000 to R 18000 per month

• Qualification : Minimum GR12 but Electronics / IT Technical Diploma or BTech degree recommended.
• Good knowledge of CCTV, Access Control, Alarms, Gate motors and Electric Fence and able to technically support the products
• PC HW & SW, Networks and Basic Electronics knowledge / qualifications & experience
• Experience as Support Technician / Help Desk operator and working with clients
• Own vehicle and driver’s license to get to work

Closing Date : 15March 2024

To apply : Please send Word format CVs to and use POS24084 as reference.

Join to apply for the Technical Support Representative role at LexisNexis

Join to apply for the Technical Support Representative role at LexisNexis

Description

This position provides high quality telephonic technical support and problem resolution to customers each day, in a manner that meets or exceeds defined department objectives to protect and increase LexisNexis revenues. Additionally, this position initiates the escalation process for unresolved customer problems. Technical Support Representatives performing at this level will be required to utilize skills from training, education, experience, or certifications to fulfill their daily responsibilities. This position will also assist with account related issues, including ID/password assistance, billing/invoice support, and other general account related services. Representatives with advanced education, experience or certifications will be expected to share their skills and knowledge into the department to continually improve the overall knowledge of the staff. In addition, this position will work in a team environment to maximize individual and team performance.

Description

This position provides high quality telephonic technical support and problem resolution to customers each day, in a manner that meets or exceeds defined department objectives to protect and increase LexisNexis revenues. Additionally, this position initiates the escalation process for unresolved customer problems. Technical Support Representatives performing at this level will be required to utilize skills from training, education, experience, or certifications to fulfill their daily responsibilities. This position will also assist with account related issues, including ID/password assistance, billing/invoice support, and other general account related services. Representatives with advanced education, experience or certifications will be expected to share their skills and knowledge into the department to continually improve the overall knowledge of the staff. In addition, this position will work in a team environment to maximize individual and team performance.

Qualifications

• Bachelor’s degree in a technical field or equivalent experience.
• 1-2 years job related experience.
• Experience with software support (technical troubleshooting and usability support)
• Experience with internet troubleshooting and website support
• Experience with supporting accounting applications a plus.
• Experience with enterprise technical support including software, hardware, and enterprise systems a plus.
• Experience with support account/billing related assistance a plus.
• Ability to adapt and multi-task to support incoming calls, email, chat, etc.
• Ability to quickly understand key terms and phrases to apply appropriate troubleshooting techniques.
• Ability to work with difficult customers and diffuse frustrating situations.

• Seniority level Entry level

• Employment type Full-time

• Job function Information Technology
• Industries IT Services and IT Consulting

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Overview

Our customers rely on us to provide them with the software and services they need to create exceptional in-store experiences. What we provide allows retailers and suppliers in more than 90 countries to craft data-driven assortments and product layouts that drastically increase store performance. Our software users enjoy a wealth of capabilities and a comprehensive library of resources which are available on both our online learning platform and our DotActiv searchable knowledgebase.

There are times when our software users need knowledgeable support from an empathetic technical support person - that's where you come in. As technical support your main duties would be as follows:

1. Analyse knowledgebase user engagement data and contribute helpful content to improve the customer experience.
2. Receive, analyse and manage customer support cases and provide meaningful solutions to ensure customer success. (new or existing knowledge base articles, remote support, scheduled training, troubleshooting and advice)
3. Provide customers with space planning advice that goes beyond mere technical support to ensure that they achieve their goals.
4. Analyse customer support cases to determine new features to be logged for development and deployment/ software errors to be logged for immediate fixing.
5. Since customers are creating plans which are dependent on accurate data you will be required to provide data analysis, processing and validation using excel and SQL. (A mandatory course for this will be a part of your onboarding).
6. Since many of our customers are in different time zones and we seek to provide them with exceptional support you will be subject to a rotational on-call schedule. Making yourself available for “On-call” time is remunerated over and above your monthly total cost to company salary.

You will be required to work remotely, with a monthly Cost to Company between R18 000 and R22 000 (depending on your qualifications and experience), we’re looking for someone to provide proactive customer support.

Who is DotActiv?

DotActiv provides category management software and services which enable retailers and suppliers to analyse their retail data and create data-driven assortments, planograms and floor plans. We’re a passionate group of young people that want to be successful in everything we do. Our entire company is made up of +-70% of females while the average age is about 26 to 28 years old.

What does that mean for you?

Working in technical support at DotActiv, you would have the opportunity of engaging with top retail brands from all corners of the world every single day. The multiplicity of culture exposure is dramatic and can be both very challenging and rewarding. Our business is growing quickly which makes for a high-pressure environment.

Your colleagues will push you to be better because as a group we want to win out there in the market but they will also support you in a very sincere way.

A great attitude is what is most important. The next most important thing we will expect is an “always learning” mindset. Besides these critical ingredients, you will need to possess or in some instances be willing to acquire (with our help) the following skills and abilities:

• 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.
• 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.

To thrive in this position, you will need to have the following soft skills:

• 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

Here’s what you can expect from DotActiv as technical support:

• You’ll receive a starting monthly Cost to Company salary of between R18k and R22k , depending on your qualifications and experience.
• You’ll be working remotely and assisting customers remotely online.
• Your success is important to us so you can expect that we will invest significantly in your development (both internal and external training).
• The when and how of earning more is completely transparent - our job grading system is open to scrutiny because we believe in paying fairly and without favouritism.

We will offer you a developmental path specific to your circumstances, allowing you to grow your career with us.

Overview

Our customers rely on us to provide them with the software and services they need to create exceptional in-store experiences. What we provide allows retailers and suppliers in more than 90 countries to craft data-driven assortments and product layouts that drastically increase store performance. Our software users enjoy a wealth of capabilities and a comprehensive library of resources which are available on both our online learning platform and our DotActiv searchable knowledgebase.

There are times when our software users need knowledgeable support from an empathetic technical support person - that's where you come in. As technical support your main duties would be as follows:

1. Analyse knowledgebase user engagement data and contribute helpful content to improve the customer experience.
2. Receive, analyse and manage customer support cases and provide meaningful solutions to ensure customer success. (new or existing knowledge base articles, remote support, scheduled training, troubleshooting and advice)
3. Provide customers with space planning advice that goes beyond mere technical support to ensure that they achieve their goals.
4. Analyse customer support cases to determine new features to be logged for development and deployment/ software errors to be logged for immediate fixing.
5. Since customers are creating plans which are dependent on accurate data you will be required to provide data analysis, processing and validation using excel and SQL. (A mandatory course for this will be a part of your onboarding).
6. Since many of our customers are in different time zones and we seek to provide them with exceptional support you will be subject to a rotational on-call schedule. Making yourself available for “On-call” time is remunerated over and above your monthly total cost to company salary.

You will be required to work remotely, with a monthly Cost to Company between R18 000 and R22 000 (depending on your qualifications and experience), we’re looking for someone to provide proactive customer support.

Who is DotActiv?

DotActiv provides category management software and services which enable retailers and suppliers to analyse their retail data and create data-driven assortments, planograms and floor plans. We’re a passionate group of young people that want to be successful in everything we do. Our entire company is made up of +-70% of females while the average age is about 26 to 28 years old.

What does that mean for you?

Working in technical support at DotActiv, you would have the opportunity of engaging with top retail brands from all corners of the world every single day. The multiplicity of culture exposure is dramatic and can be both very challenging and rewarding. Our business is growing quickly which makes for a high-pressure environment.

Your colleagues will push you to be better because as a group we want to win out there in the market but they will also support you in a very sincere way.

A great attitude is what is most important. The next most important thing we will expect is an “always learning” mindset. Besides these critical ingredients, you will need to possess or in some instances be willing to acquire (with our help) the following skills and abilities:

• 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.
• 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.

To thrive in this position, you will need to have the following soft skills:

• 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

Here’s what you can expect from DotActiv as technical support:

• You’ll receive a starting monthly Cost to Company salary of between R18k and R22k , depending on your qualifications and experience.
• You’ll be working remotely and assisting customers remotely online.
• Your success is important to us so you can expect that we will invest significantly in your development (both internal and external training).
• The when and how of earning more is completely transparent - our job grading system is open to scrutiny because we believe in paying fairly and without favouritism.

We will offer you a developmental path specific to your circumstances, allowing you to grow your career with us.

Overview

Our customers rely on us to provide them with the software and services they need to create exceptional in-store experiences. What we provide allows retailers and suppliers in more than 90 countries to craft data-driven assortments and product layouts that drastically increase store performance. Our software users enjoy a wealth of capabilities and a comprehensive library of resources which are available on both our online learning platform and our DotActiv searchable knowledgebase.

There are times when our software users need knowledgeable support from an empathetic technical support person - that's where you come in. As technical support your main duties would be as follows:

1. Analyse knowledgebase user engagement data and contribute helpful content to improve the customer experience.
2. Receive, analyse and manage customer support cases and provide meaningful solutions to ensure customer success. (new or existing knowledge base articles, remote support, scheduled training, troubleshooting and advice)
3. Provide customers with space planning advice that goes beyond mere technical support to ensure that they achieve their goals.
4. Analyse customer support cases to determine new features to be logged for development and deployment/ software errors to be logged for immediate fixing.
5. Since customers are creating plans which are dependent on accurate data you will be required to provide data analysis, processing and validation using excel and SQL. (A mandatory course for this will be a part of your onboarding).
6. Since many of our customers are in different time zones and we seek to provide them with exceptional support you will be subject to a rotational on-call schedule. Making yourself available for “On-call” time is remunerated over and above your monthly total cost to company salary.

You will be required to work remotely, with a monthly Cost to Company between R18 000 and R22 000 (depending on your qualifications and experience), we’re looking for someone to provide proactive customer support.

Who is DotActiv?

DotActiv provides category management software and services which enable retailers and suppliers to analyse their retail data and create data-driven assortments, planograms and floor plans. We’re a passionate group of young people that want to be successful in everything we do. Our entire company is made up of +-70% of females while the average age is about 26 to 28 years old.

What does that mean for you?

Working in technical support at DotActiv, you would have the opportunity of engaging with top retail brands from all corners of the world every single day. The multiplicity of culture exposure is dramatic and can be both very challenging and rewarding. Our business is growing quickly which makes for a high-pressure environment.

Your colleagues will push you to be better because as a group we want to win out there in the market but they will also support you in a very sincere way.

A great attitude is what is most important. The next most important thing we will expect is an “always learning” mindset. Besides these critical ingredients, you will need to possess or in some instances be willing to acquire (with our help) the following skills and abilities:

• 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.
• 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.

To thrive in this position, you will need to have the following soft skills:

• 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

Here’s what you can expect from DotActiv as technical support:

• You’ll receive a starting monthly Cost to Company salary of between R18k and R22k , depending on your qualifications and experience.
• You’ll be working remotely and assisting customers remotely online.
• Your success is important to us so you can expect that we will invest significantly in your development (both internal and external training).
• The when and how of earning more is completely transparent - our job grading system is open to scrutiny because we believe in paying fairly and without favouritism.

We will offer you a developmental path specific to your circumstances, allowing you to grow your career with us.

Overview

Our customers rely on us to provide them with the software and services they need to create exceptional in-store experiences. What we provide allows retailers and suppliers in more than 90 countries to craft data-driven assortments and product layouts that drastically increase store performance. Our software users enjoy a wealth of capabilities and a comprehensive library of resources which are available on both our online learning platform and our DotActiv searchable knowledgebase.

There are times when our software users need knowledgeable support from an empathetic technical support person - that's where you come in. As technical support your main duties would be as follows:

1. Analyse knowledgebase user engagement data and contribute helpful content to improve the customer experience.
2. Receive, analyse and manage customer support cases and provide meaningful solutions to ensure customer success. (new or existing knowledge base articles, remote support, scheduled training, troubleshooting and advice)
3. Provide customers with space planning advice that goes beyond mere technical support to ensure that they achieve their goals.
4. Analyse customer support cases to determine new features to be logged for development and deployment/ software errors to be logged for immediate fixing.
5. Since customers are creating plans which are dependent on accurate data you will be required to provide data analysis, processing and validation using excel and SQL. (A mandatory course for this will be a part of your onboarding).
6. Since many of our customers are in different time zones and we seek to provide them with exceptional support you will be subject to a rotational on-call schedule. Making yourself available for “On-call” time is remunerated over and above your monthly total cost to company salary.

You will be required to work remotely, with a monthly Cost to Company between R18 000 and R22 000 (depending on your qualifications and experience), we’re looking for someone to provide proactive customer support.

Who is DotActiv?

DotActiv provides category management software and services which enable retailers and suppliers to analyse their retail data and create data-driven assortments, planograms and floor plans. We’re a passionate group of young people that want to be successful in everything we do. Our entire company is made up of +-70% of females while the average age is about 26 to 28 years old.

What does that mean for you?

Working in technical support at DotActiv, you would have the opportunity of engaging with top retail brands from all corners of the world every single day. The multiplicity of culture exposure is dramatic and can be both very challenging and rewarding. Our business is growing quickly which makes for a high-pressure environment.

Your colleagues will push you to be better because as a group we want to win out there in the market but they will also support you in a very sincere way.

A great attitude is what is most important. The next most important thing we will expect is an “always learning” mindset. Besides these critical ingredients, you will need to possess or in some instances be willing to acquire (with our help) the following skills and abilities:

• 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.
• 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.

To thrive in this position, you will need to have the following soft skills:

• 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

Here’s what you can expect from DotActiv as technical support:

• You’ll receive a starting monthly Cost to Company salary of between R18k and R22k , depending on your qualifications and experience.
• You’ll be working remotely and assisting customers remotely online.
• Your success is important to us so you can expect that we will invest significantly in your development (both internal and external training).
• The when and how of earning more is completely transparent - our job grading system is open to scrutiny because we believe in paying fairly and without favouritism.

We will offer you a developmental path specific to your circumstances, allowing you to grow your career with us.

Overview

Our customers rely on us to provide them with the software and services they need to create exceptional in-store experiences. What we provide allows retailers and suppliers in more than 90 countries to craft data-driven assortments and product layouts that drastically increase store performance. Our software users enjoy a wealth of capabilities and a comprehensive library of resources which are available on both our online learning platform and our DotActiv searchable knowledgebase.

There are times when our software users need knowledgeable support from an empathetic technical support person - that's where you come in. As technical support your main duties would be as follows:

1. Analyse knowledgebase user engagement data and contribute helpful content to improve the customer experience.
2. Receive, analyse and manage customer support cases and provide meaningful solutions to ensure customer success. (new or existing knowledge base articles, remote support, scheduled training, troubleshooting and advice)
3. Provide customers with space planning advice that goes beyond mere technical support to ensure that they achieve their goals.
4. Analyse customer support cases to determine new features to be logged for development and deployment/ software errors to be logged for immediate fixing.
5. Since customers are creating plans which are dependent on accurate data you will be required to provide data analysis, processing and validation using excel and SQL. (A mandatory course for this will be a part of your onboarding).
6. Since many of our customers are in different time zones and we seek to provide them with exceptional support you will be subject to a rotational on-call schedule. Making yourself available for “On-call” time is remunerated over and above your monthly total cost to company salary.

You will be required to work remotely, with a monthly Cost to Company between R18 000 and R22 000 (depending on your qualifications and experience), we’re looking for someone to provide proactive customer support.

Who is DotActiv?

DotActiv provides category management software and services which enable retailers and suppliers to analyse their retail data and create data-driven assortments, planograms and floor plans. We’re a passionate group of young people that want to be successful in everything we do. Our entire company is made up of +-70% of females while the average age is about 26 to 28 years old.

What does that mean for you?

Working in technical support at DotActiv, you would have the opportunity of engaging with top retail brands from all corners of the world every single day. The multiplicity of culture exposure is dramatic and can be both very challenging and rewarding. Our business is growing quickly which makes for a high-pressure environment.

Your colleagues will push you to be better because as a group we want to win out there in the market but they will also support you in a very sincere way.

A great attitude is what is most important. The next most important thing we will expect is an “always learning” mindset. Besides these critical ingredients, you will need to possess or in some instances be willing to acquire (with our help) the following skills and abilities:

• 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.
• 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.

To thrive in this position, you will need to have the following soft skills:

• 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

Here’s what you can expect from DotActiv as technical support:

• You’ll receive a starting monthly Cost to Company salary of between R18k and R22k , depending on your qualifications and experience.
• You’ll be working remotely and assisting customers remotely online.
• Your success is important to us so you can expect that we will invest significantly in your development (both internal and external training).
• The when and how of earning more is completely transparent - our job grading system is open to scrutiny because we believe in paying fairly and without favouritism.

We will offer you a developmental path specific to your circumstances, allowing you to grow your career with us.

Overview

Our customers rely on us to provide them with the software and services they need to create exceptional in-store experiences. What we provide allows retailers and suppliers in more than 90 countries to craft data-driven assortments and product layouts that drastically increase store performance. Our software users enjoy a wealth of capabilities and a comprehensive library of resources which are available on both our online learning platform and our DotActiv searchable knowledgebase.

There are times when our software users need knowledgeable support from an empathetic technical support person - that's where you come in. As technical support your main duties would be as follows:

1. Analyse knowledgebase user engagement data and contribute helpful content to improve the customer experience.
2. Receive, analyse and manage customer support cases and provide meaningful solutions to ensure customer success. (new or existing knowledge base articles, remote support, scheduled training, troubleshooting and advice)
3. Provide customers with space planning advice that goes beyond mere technical support to ensure that they achieve their goals.
4. Analyse customer support cases to determine new features to be logged for development and deployment/ software errors to be logged for immediate fixing.
5. Since customers are creating plans which are dependent on accurate data you will be required to provide data analysis, processing and validation using excel and SQL. (A mandatory course for this will be a part of your onboarding).
6. Since many of our customers are in different time zones and we seek to provide them with exceptional support you will be subject to a rotational on-call schedule. Making yourself available for “On-call” time is remunerated over and above your monthly total cost to company salary.

You will be required to work remotely, with a monthly Cost to Company between R18 000 and R22 000 (depending on your qualifications and experience), we’re looking for someone to provide proactive customer support.

Who is DotActiv?

DotActiv provides category management software and services which enable retailers and suppliers to analyse their retail data and create data-driven assortments, planograms and floor plans. We’re a passionate group of young people that want to be successful in everything we do. Our entire company is made up of +-70% of females while the average age is about 26 to 28 years old.

What does that mean for you?

Working in technical support at DotActiv, you would have the opportunity of engaging with top retail brands from all corners of the world every single day. The multiplicity of culture exposure is dramatic and can be both very challenging and rewarding. Our business is growing quickly which makes for a high-pressure environment.

Your colleagues will push you to be better because as a group we want to win out there in the market but they will also support you in a very sincere way.

A great attitude is what is most important. The next most important thing we will expect is an “always learning” mindset. Besides these critical ingredients, you will need to possess or in some instances be willing to acquire (with our help) the following skills and abilities:

• 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.
• 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.

To thrive in this position, you will need to have the following soft skills:

• 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

Here’s what you can expect from DotActiv as technical support:

• You’ll receive a starting monthly Cost to Company salary of between R18k and R22k , depending on your qualifications and experience.
• You’ll be working remotely and assisting customers remotely online.
• Your success is important to us so you can expect that we will invest significantly in your development (both internal and external training).
• The when and how of earning more is completely transparent - our job grading system is open to scrutiny because we believe in paying fairly and without favouritism.

We will offer you a developmental path specific to your circumstances, allowing you to grow your career with us.