3 Specialized Technical Roles jobs in Wellington

Title:
Technical Support Consultant (Cape Town)

Location:
Cape Town (Hout Bay)

Department
: Technical Support

Reporting to
: Operations Manager

Company Description

is a cloud-based ecommerce software technology firm that empowers wholesalers, distributors, manufacturers and retailers to manage their products online. Our B2B and B2C ecommerce solutions integrate various accounting/ERP packages such as SAP, SYSPRO and Sage, connecting seamlessly with ecommerce channels such as WooCommerce, Shopify and Magento, as well as marketplaces including Takealot and Amazon. Additionally, we offer our own B2B trade store, enabling clients to synchronise inventory and orders effectively.

The Role

We are looking for Technical Support Consultants. If you are interested in learning about programming and software or are a technical whizz, then this is the perfect role for you.

You will be surrounded by like-minded team members on the same trajectory. While providing our clients with technical support and guidance regarding their integrations, you will be given the opportunity to learn from developers and programmers with many years of experience.

In order to fulfill the position of Technical Support Consultant, you will need to be technically capable, be able to focus on the details and be practical.

Key Responsibilities:

• Understanding customer requirements and transforming this into technical configuration
• Navigating client ERP / Accounting system databases
• Data mapping between various systems using SQL (ERP / Accounting system => Stock2Shop)
• Modeling of e-commerce products from flat data structure
• Making assumptions on how to best map product data
• Supporting client requests relating to ERP / Accounting system requests

Your Skills and Experience

• Reading & Writing SQL
• Understand REST API (Postman)
• Understand SOAP (SoapUI)
• Understand CSV file format
• Understand JSON data format
• Understand XML data format
• Understand FTP communication protocol
• Freshdesk (or equivalent) Ticketing system

Additional qualifications:

• A good understanding of the supply chain
• Working knowledge of any mainstream accounting ERP software
• Experience with eCommerce.
• Knowledge of Github (version control)
• Basic understanding of Python or any other programming language
• Basic knowledge of accounting principles

What we offer:

• Competitive salary.
• Opportunity to work with a passionate team in a fast-paced, high-growth environment.
• Opportunities for professional growth and development.
• A collaborative and supportive work environment.

If you are interested in this opportunity, please send your CV along with your current and expected salary. Please note that only shortlisted candidates will be contacted.

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.