Support Analyst at Dimagi

About The Position
Dimagi is seeking a Support Analyst with excellent communication and problem-solving skills to support our growing software-as-a-service (SaaS) user base. This position is based out of our Cape Town, South Africa office but is also open to remote employment. The analyst must be able to work during the Eastern US work hours (9am - 5pm), and will be part of Dimagi's SaaS division.

Responsibilities Of This Role
As a Support Analyst, you will be the primary interface between Dimagi and our users. Your job will comprise of three primary roles:

• (85%) You will be the first line of support to our users. In this role, you will help users troubleshoot issues with our software, flag critical software errors, and identify next steps to solve them, all while being available and communicative with users throughout the process. You will work with our users to accurately document issues and resolutions, and collaborate with our developers to solve complex technical problems.
• (10%) You will be responsible for moderating and helping grow the CommCare Community Forum. You will help build a thriving user forum by answering questions, keeping users up-to-date on site maintenance, and reporting on new feature updates.
• (5%) You will help build our growing documentation. You will add and improve our ever-growing wiki to ensure high quality tutorials, how-tos, and any other documentation.

Who You Must Be

• Excellent written and spoken communication skills
• Excellent relationship-building skills and demonstrated patience in working with users
• Strong ability to pick up new technologies
• Great attention to detail and problem-solving skills
• Between 0-2 years of experience providing software customer service or technical support OR between 0-2 years in a technology/technology adjacent role

Bonus Points

• Technical Degree – B.Tech/B.E. – any specialization, BCA, B.Sc – Comp.Science/IT or an equivalent degree
• 1+ years providing software customer service or technical support OR in a technology/technology adjacent role
• Fluency in other languages (preferably French, Spanish, or any Indian languages)
• Experience working with a global customer base
• Desire to make a social impact

 

Expected Salary

• R300,651 to R338,233. Final salary commensurate with experience and work location.

 

Benefits Provided

We aim to make a difference, not just as a company, but as an employer as well. The benefits we offer are geared towards having a strong impact on our staff's well being. A few of our key benefits are outlined below:

• 100% employer-sponsored medical insurance
• Employees' Retirement Fund
• Stock Option Plan
• 30 days paid time off inclusive of holidays
• Unlimited sick time, excellent parental leave policy, and a strong focus on work-life balance
• Access to a flex-time policy that allows employees to work based on a flexible work schedule
• Access to an Employee Assistance Program (EAP) through Magellan Healthcare
• 10 personal initiative days
• Occasional opportunities to travel internationally