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At DotActiv we provide leading category management software and services to retailers and suppliers across the world. With over 1000 happy users in over 7 countries, we are a trusted name in the Retail and Category Management Industry. Specialties Category Management, Shelf and Floor Space Planning, Business Intelligence, Retail Software, Business Management Systems, Bespoke Software Development, Retail Solutions, Promotion Planning, and Assortment Planning Our story From the very beginning we have had one mission in mind: build software that will help retailers transform their in-store experiences and performance. With our powerful integrated set of applications retailers and suppliers can harness the power of their data to improve performance and deliver more value to their customers. Learn How Our Software Can Help Your Business category management software company.
There are times when our software users need knowledgeable support from an empathetic customer success consultant – that’s where you come in. As technical support your main duties would be as follows:
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.
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).
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.
Requirements
Qualifications
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.
At least 1 year minimum experience in a similar position
