Technical Support Specialist

Somerset West, Western Cape R104000 - R130878 Y Outsource-X South Africa

Posted today

Job Viewed

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Job Description

Job Summary: Technical Support (Tier 1) – VoIP Solutions

Location:
Somerset West

Department:
Customer Support

Position Type:
Permanent

Schedule:
Rotating Shifts (24/7 availability)

Role Overview

A customer-focused technical support role serving as the first point of contact for users of a VoIP software platform. Responsibilities include troubleshooting, resolving technical issues, and delivering high-quality support via phone, email, and chat.

Key Responsibilities

  • Provide
    Tier 1 technical support
    for VoIP systems.
  • Troubleshoot platform and network performance issues.
  • Recreate customer environments to test and resolve issues.
  • Assist with system updates, configuration, and performance monitoring.
  • Maintain clear communication with customers regarding issue status.
  • Collaborate with internal teams to improve processes and customer experience.

Required Experience & Skills

  • 2–3 years
    in customer service or call center, preferably in
    Telecom/IT
    .
  • Strong knowledge of
    network architecture
    and
    VoIP technologies
    .
  • Proficient in
    Linux CLI
    and database troubleshooting.
  • Familiar with IP phones, ATA adapters, softphones, and networking.

Preferred Certifications

  • CCNA, CCNP, JNCIA, JNCIP
    (not mandatory but advantageous)

Core Competencies

  • Clear and effective communication
  • Strong problem-solving and analytical skills
  • Detail-oriented and organized
  • Good time management in fast-paced environments
  • Proactive, self-driven, and a collaborative team player
This advertiser has chosen not to accept applicants from your region.

Technical Support Specialist

Somerset West, Western Cape R104000 - R156000 Y Outsource-x

Posted today

Job Viewed

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Job Description

Are you a problem-solver at heart with a knack for tech troubleshooting? We're looking for a Tier 1 Customer Service Agent to be the first line of defense in providing world-class technical support for our Software Solution. This role is as much about exceptional customer service as it is about using your technical skills to ensure our platform performs at its best. Whether you're helping customers through phone, email, or chat, you'll be a vital part of our mission to deliver seamless and reliable VoIP solutions.

As a key member of our team, you'll get to collaborate with both internal teams and customers, continuously learning and improving our platform and processes.

What You'll Do

Become the Expert: Develop into a Subject Matter Expert (SME) in troubleshooting the platform and network, diving deep into the mechanics of VoIP solutions to provide intermediate to advanced technical support.

Customer Interaction: Serve as the first point of contact for customers, answering their questions, resolving technical issues, and delivering high-quality service that goes above and beyond.

Troubleshoot and Resolve: Quickly identify issues with platform and network performance, working to resolve them in a timely manner while escalating more complex cases with thorough documentation to higher-tier teams.

Replicate and Diagnose: Recreate customer environments in lab servers, testing and troubleshooting issues to ensure accuracy in resolutions.

Improve and Recommend: Compare customer settings with best practices, offering insightful recommendations for system optimization.

Update and Configure: Help customers navigate system updates and configuration changes, guiding them step-by-step to keep everything running smoothly.

Monitor & Optimize: Regularly check system performance and troubleshoot potential issues to ensure the platform's reliability and uptime.

Keep Customers in the Loop: Provide customers with timely updates on issue resolution progress, ensuring transparency and satisfaction.

Teamwork Makes the Dream Work: Work closely with internal teams to improve processes, provide feedback, and contribute to customer success.

What We're Looking For

Experience:

2-3 years in a customer service or call center role, preferably in the Telecom or IT industry.

Technical Skills:

Familiarity with network architecture - Required

Experience using Linux CLI for troubleshooting and managing databases. - Required

Understanding of VoIP protocols, IP phones, ATA adapters, softphones, and general networking principles. -Required

Certifications (Plus):

CCNA, CCNP, JNCIA, JNCIP – if you've got 'em, we love 'em

Core Competencies:

Communication: You've got a knack for explaining complex concepts in a way that's easy for anyone to understand.

Problem-Solving: When something goes wrong, you're the one who dives in to figure out the best fix.

Attention to Detail: You're thorough and don't miss a thing, whether you're troubleshooting an issue or documenting a customer case.

Time Management: You're great at juggling multiple tasks in a fast-paced environment while ensuring quality work.

Self-Starter: You take ownership of challenges and aren't afraid to ask questions or seek guidance when needed.

Team Player: Collaboration comes naturally to you, but you're also comfortable working independently.

Job Type: Full-time

Experience:

  • Technical Support: 2 years (Required)

Work Location: In person

This advertiser has chosen not to accept applicants from your region.

Technical Support Consultant

Stellenbosch, Western Cape DotActiv (Pty) Ltd.

Posted today

Job Viewed

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Job Description

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:

Responsibilities
  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.

About DotActiv

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.

What we will expect from you

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:

Education and Language
  • 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 and Computer Skills
  • 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.
Soft Skills

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).
Character Traits
  • Empathetic
  • Able to deal with regular stress peaks
  • Curious
  • Positive and Upbeat
  • Technician/ Problem solver at heart
What you can expect from DotActiv

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.

#J-18808-Ljbffr

This advertiser has chosen not to accept applicants from your region.

Technical Support Consultant

Parow, Western Cape DotActiv (Pty) Ltd.

Posted today

Job Viewed

Tap Again To Close

Job Description

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:

Responsibilities
  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.

About DotActiv

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.

What we will expect from you

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:

Education and Language
  • 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 and Computer Skills
  • 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.
Soft Skills

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).
Character Traits
  • Empathetic
  • Able to deal with regular stress peaks
  • Curious
  • Positive and Upbeat
  • Technician/ Problem solver at heart
What you can expect from DotActiv

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.

#J-18808-Ljbffr

This advertiser has chosen not to accept applicants from your region.

Technical Support Consultant

Paarl, Western Cape DotActiv (Pty) Ltd.

Posted today

Job Viewed

Tap Again To Close

Job Description

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:

Responsibilities
  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.

About DotActiv

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.

What we will expect from you

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:

Education and Language
  • 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 and Computer Skills
  • 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.
Soft Skills

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).
Character Traits
  • Empathetic
  • Able to deal with regular stress peaks
  • Curious
  • Positive and Upbeat
  • Technician/ Problem solver at heart
What you can expect from DotActiv

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.

#J-18808-Ljbffr

This advertiser has chosen not to accept applicants from your region.

Technical Support Consultant

Bellville, Western Cape DotActiv (Pty) Ltd.

Posted today

Job Viewed

Tap Again To Close

Job Description

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:

Responsibilities
  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.

About DotActiv

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.

What we will expect from you

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:

Education and Language
  • 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 and Computer Skills
  • 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.
Soft Skills

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).
Character Traits
  • Empathetic
  • Able to deal with regular stress peaks
  • Curious
  • Positive and Upbeat
  • Technician/ Problem solver at heart
What you can expect from DotActiv

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.

#J-18808-Ljbffr

This advertiser has chosen not to accept applicants from your region.

Technical Support Consultant

Somerset West, Western Cape DotActiv (Pty) Ltd.

Posted today

Job Viewed

Tap Again To Close

Job Description

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:

Responsibilities
  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.

About DotActiv

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.

What we will expect from you

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:

Education and Language
  • 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 and Computer Skills
  • 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.
Soft Skills

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).
Character Traits
  • Empathetic
  • Able to deal with regular stress peaks
  • Curious
  • Positive and Upbeat
  • Technician/ Problem solver at heart
What you can expect from DotActiv

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.

#J-18808-Ljbffr

This advertiser has chosen not to accept applicants from your region.
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Technical Support Agent

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Posted 121 days ago

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Job Description

Permanent
The Technical Support Agents provide friendly and efficient first line support, as well as core advanced customer support through trouble shooting and timely first call resolution. Support relates to customer internet connectivity issues (WAN and customer side), emails, routers, network related queries pertaining to various hardware (a wireless router or access point) and occasionally VOIP (Voice over IP). Technical Support Agent provides support both in person and via various communication channels (including telephone, WhatsApp, Webchat, Distant-Desktop, Route This and e-mail) using ticketing and, Route This and e-mail). Calls that cannot be resolved are escalated appropriately. First Line Customer Support:Provide first-call resolution support to customers through various communication channels, including telephone, WhatsApp, web chat, email, Distant-Desktop, and RouteProvide support to walk-in clients as needed, ensuring their issues are addressed promptly and effectively.Manage incoming calls by directing them to the appropriate departments, recording details accurately, and relaying clear messages as needed.Record support requests in ticketing systemAim to resolve issues permanently during the first call and within the same day, maintaining regular follow-ups with customersProviding updates at least hourly or daily as necessary.Consistently monitor Microsoft Teams and WhatsApp for messages.Troubleshooting, problem solving and monitoring:Collect information through analytical troubleshooting and problem research to identify the nature of faults, including determining whether the issue is on the customer side or related to WAN.Make use of troubleshooting tools such as tracert, ping, bandwidth test, and Route This.Monitoring of Network using Dude and Zabbix.Escalation of calls promptly to the appropriate person or team, Team Captain, or relevant technical teams (NOC, RF, Fibre, or Field Ops).Identify trends with incoming calls, issues, and support requests, and escalate them to the TeamCaptain or Team Leader immediately.Customer Support Excellence:Provide efficient first-call resolution across various communication channels.Address technical issues promptly, ensuring updates and follow-ups as necessary.Technical Problem-Solving:Troubleshoot customer-side and internal network faults effectively using diagnostic tools.Escalate unresolved issues to the appropriate teams, ensuring seamless service continuity.Team Collaboration and Knowledge Sharing:Support team operations by managing ticket backlogs and contributing to intemal documentation.Share industry knowledge and technical advancements with the team to improve overall support quality.Operational Efficiency:Monitor network systems, identify trends in incoming calls, and escalate recurring issues proactively.Adherence to Standards:Follow company policies, SOPs, and technical guidelines while ensuring customer satisfaction.Participate in team meetings and contribute to continuous process improvements.RequirementsMin 3 years of experience working with Fiber networks, Wireless, and Wi-Fi Routers.Grade 12 / Senior Certificate.N+ & A+ certification.Additional ICT qualification (including MTCNA), (CCNA) advantageous.Networking, ICT, and Telecommunications technology and industry knowledge.Proficient in Microsoft Office (Outlook, Teams required, Word and Excel advantageous).Knowledge of Mikrotik, Cambium, Ubiquiti and Totolink and TP Link hardware.Proven knowledge and understanding of TCP/IP, DNS, DHCP, Tunnels, routers, and switches.Troubleshooting skills in a networking environment.Advanced understanding of PC hardware setup and configuration advantageousLayer 2 switching knowledge/ability advantageousProficient in English (written and verbal), second language preferable.Work independently, including remotely (when required).Willing and able to work shifts, including evenings and weekends.Work under pressure and according to specific call resolution targets.
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Technical Support: GIS & Risk Analysis

Bellville, Western Cape Santam Insurance

Posted 20 days ago

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Job Description

Stay safe online. Now more than ever it’s important to be cybersafe. See Santam’s tips to help you stay safe online. Learn more.

Santam is looking for a passionate and energetic individual for a position as Technical Support: Geographical Information Systems & Risk Analysis who will be based in Tygervalley, Bellville. This exciting opportunity is available within Santam Group Underwriting.

What will make you successful in this role?

This role will provide support to the technical specialist in the Risk Management Team, positioned in the Underwriting Risk Management department. This will include:

  • Assist with the management of certain project deliverables (e.g. geocoding, thatch accumulation, etc.).
  • Assist with the management of ESRI’s cloud solution, ArcGIS Online.
  • Data management: collection, cleaning, analysing, and visualisation of non-spatial/spatial data.
  • Daily duties on the FloodQueries (flood) mailbox and the MyLocation (geocoding) mailbox.

KEY ACCOUNTABILITIES:

  • Assist with the management and execution of the project deliverables.
  • Underwriting Viewer support: Provide administrative and data management support to the ArcGIS Online Viewer application.
  • Data collection, cleaning, and analysis: Perform daily GIS tasks relating to data collection, cleaning and analysis for both spatial and non-spatial data.
  • Geocoding of Santam policy data: Perform the cleaning of address data, followed by geocoding and reverse geocoding.
  • GIS analysis.
  • Report writing (presenting research or analysis results).
  • LITool updates on the Viewers and PolicyCenter (PC).
  • Application development, support, and updates.
  • ArcGIS Online management and support.
  • Conduct training sessions (e.g. geocoding, viewers overview).
  • FloodQueries mailbox management: Be responsible for e-mail queries relating to flood reviews one day per week.
  • MyLocation mailbox management: Be responsible for e-mail queries relating to geocoding enquiries one day per week.
Qualifications & Experience
  • BSc/Bachelor’s degree in Geomatics/Geoinformatics or relevant specialist degree.
  • 10 - 15 years’ experience as a GIS Technologist/Professional.
Skills
  • Basic knowledge of disaster risk (floods, fire, etc.).
  • Must be proficient in the ESRI software suite (e.g., ArcGIS Pro, ArcGIS Online).
  • GIS data capture, data preparation and analytics.
  • Python scripting skills for customisation and automation will be a benefit.
  • Geocoding capabilities.
  • Spatial analytics.
  • Coordinate Systems and Map Projections.
  • Research and report writing.
  • Advance knowledge in MS Office: Word, Excel, PowerPoint, Outlook.
  • Good communication, presentation, and networking skills.
  • Ability to work under pressure.
  • Teamwork.
  • Analytical thinking.
  • Problem solving.
  • Time management.
  • Client focus.
  • Flexibility and adaptability.
  • Drives results.
  • Cultivates innovation.
  • Plans and aligns.
  • Balances stakeholders.
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(Fluent English, Cybersecurity) Technical Support Consultant (remotely)

Paarl, Western Cape SupportYourApp

Posted today

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Job Description

Passionate about the world of tech?

What if you had a chance to be a part of the world’s leading SaaS, Software, or Hardware solutions?

Join our team as a Technical Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals with our People First management approach.

Excited? Let’s see what it takes

What you will do :

  • Provide exceptional customer support via emails
  • Troubleshoot technical products and applications
  • Provide product information and assist with sales-related questions
  • Build positive and long-lasting relationships with customers
  • Meet team KPIs
  • Always be up-to-date with cutting-edge technology
  • Securely work with customers’ sensitive information
  • Apply the latest and greatest customer happiness practices
  • Maintain working knowledge of our client’s products and services
  • Communicate with developers and other departments of various IT companies

What you need to succeed in this role :

  • Excellent English skills (at least C1 for both spoken and written)
  • Experience in customer service within a SaaS or cybersecurity company
  • Comfortable with technology and eager to learn new tools
  • KPI-driven, with a clear understanding of performance metrics
  • Hands-on experience with CRM (Zendesk preferred)
  • Creative thinker, able to propose alternate solutions when needed
  • Patience and resilience when handling complex cases or difficult customers.
  • Positive and responsible attitude
  • Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)
  • The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

Who we are :

SupportYourApp is a Support-as-a-Service company that provides secure technical, customer support, and CX services for tech companies around the globe.

We work with clients from over 30 countries and speak over 60 languages.

Since 2010, we’ve become an industry leader in premium outsourced customer support and turned global with 8 hubs around the world.

We treat our team like our clients, surrounding them with unlimited care, an individual approach, and a wholesome positive experience.

We welcome people with various backgrounds and experiences. Grab the chance to join us and send your CV in English , pointing out your outstanding skills!

Visit our website :

DISCLAIMER

We are a multinational company with unbiased views. The assessment of candidates is not affected by such characteristics as race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law in provision of opportunities and benefits.

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