DotActiv

Account Manager

• Engaging with the customer and conducting a scoping session
• Preparation of the data and briefing of the scanner in terms of supported duties
• Receiving the Scanner input and managing the data accordingly
• Utilising the data to plan and build a Shelf Plan
• Obtaining approval from the customer and handing over the Shelf Plan
• Building a project plan and managing the project plan accordingly
• Constantly exploring contract renewal or extension
• Identify growth & solution opportunities
• Properly manage contract close-outs
• Appropriately file all related documents and ensure administrative excellence
• Optimise individual & team performance as well as all human resources functions

Retail Account Manager

Support Engineer

• Analyse knowledgebase user engagement data and contribute helpful content to improve the customer experience.
• Receive, analyse and manage customer support cases and provide meaningful solutions to ensure customer success. (new or existing knowledge base articles, remote support, scheduled training, troubleshooting and advice)
• Provide customers with space planning advice that goes beyond mere technical support to ensure that they achieve their goals.
• Analyse customer support cases to determine new features to be logged for development and deployment/software errors to be logged for immediate fixing.
• Provide data analysis, processing and validation using excel and SQL. (A mandatory course for this will be a part of your onboarding).
• 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.

Retail Account Manager

Technical Support Consultant