Job Summary Our customers rely on us to provide them with software and services that create exceptional in-store experiences. The software allows retailers and suppliers in more than 90 countries to craft data‑driven assortments and product layouts that increase store performance. As a technical support specialist you will provide proactive, empathetic support and contribute to our knowledge base and customer success. Responsibilities Analyze knowledge‑base user engagement data and contribute helpful content to improve the customer experience. Receive, analyze and manage customer support cases and provide meaningful solutions (new or existing knowledge‑base articles, remote support, scheduled training, troubleshooting and advice). Provide customers with space‑planning advice that goes beyond technical support to help them achieve their goals. Analyze support cases to identify new features for development or software errors for immediate fixing. Perform data analysis, processing and validation using Excel and SQL; mandatory course will be provided during onboarding. Be available for a rotational on‑call schedule; on‑call time is remunerated above your base salary. Qualifications A great attitude is vital. An “always‑learning” mindset and the willingness to acquire new skills with our help are also essential. Education and Language Any relevant IT certificates or qualifications are advantageous. Strong written and oral communication skills in English. Additional language advantage: Spanish, Portuguese, French or another widely spoken language. Knowledge and Computer Skills Principles of customer service for software products. Knowledge of DotActiv Enterprise software. Experience with current computer packages and systems used by the company. Project management and customer coaching & support. Competent use of job‑specific in‑house systems. Intermediate MS Office (Word, Excel, PowerPoint) and ability to deploy within Google Suite. Basic to intermediate MS SQL or similar solution. Problem‑solving and troubleshooting. Intermediate MS Operating Systems (Windows 10, 11, Server). Ability to test software for bugs and feature readiness. IIS/SSL certificates. Soft Skills Patience in supporting, educating, and assisting customers. Excellent oral and written communication skills. Client relationship skills (quality client engagement). High capacity to represent the brand. Multitasking and attentiveness in a busy environment. Calm and focused. Versatility for participation in other activities. Team player, especially within a matrix project environment. Character Traits Empathetic. Resilient to regular stress peaks. Curious. Positive and upbeat. Technician/problem‑solver at heart. Benefits Monthly Cost to Company salary of R18 000–R22 000, depending on qualifications and experience. Remote work – assisting customers online. Significant investment in your development (internal and external training). Transparent earning system; job grading is open to scrutiny. Developmental path tailored to your circumstances. #J-18808-Ljbffr