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.
Subject to a rotational on-call schedule, with “On-call” time being remunerated over and above your monthly total cost to company salary.

Requirements

A great attitude is what is most important.
The next most important thing we will expect is an “always learning” mindset.
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.

Benefits

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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data analysisExcelSQLproject managementcustomer coachingsoftware testingIISSSL CertificatesMS OfficeMS Operating Systems

Soft Skills

communication skillsproblem-solvingcustomer service principleslearning mindsetattitude

Certifications

IT certificates