SayPro Monthly January SCMR-5 SayPro Quarterly Classified User Support and Help Management by SayPro Classified Office under SayPro Marketing Royalty SCMR
Position Title:
SayPro Classified User Support and Help Management
Department:
SayPro Classified Office
SayPro Marketing Royalty SCMR
Reports To:
SayPro Marketing and Customer Service Manager
Position Overview:
The SayPro Classified User Support and Help Management position is responsible for providing technical support and customer assistance for users of the SayPro Classified platform. This role involves troubleshooting user issues, managing customer inquiries, and ensuring seamless user experience. The individual will work in alignment with the monthly and quarterly targets as outlined by SayPro Monthly January SCMR-5 and SayPro Quarterly Classified User Support and Help Management. This is a critical role that bridges the gap between user experience and platform optimization.
Key Responsibilities:
1. User Support & Assistance:
- Assist with Troubleshooting: Provide effective support by diagnosing and resolving user issues related to classified features, including payment issues, technical problems, and any functionality problems users may encounter.
- Direct Problem Resolution: Act as a first point of contact for users experiencing difficulties with the platform. This includes responding to emails, phone calls, and live chat inquiries related to user-reported issues, particularly issues regarding user accounts, advertisements, payment processes, and navigation.
- Track User Issues: Maintain detailed logs of user issues, identifying recurring problems or system failures that require attention. Report trends and patterns to relevant departments to facilitate improvements in the platform.
- Provide Clear Instructions: Guide users step-by-step to help them resolve issues independently, ensuring clarity and ease of understanding. This may involve creating user-friendly guides, FAQs, or tutorial content to preemptively address common queries.
- Follow-Up and Resolution: After providing support, follow up with users to ensure their issues have been satisfactorily resolved. If a case requires further escalation, refer it to the appropriate technical team and ensure timely resolution.
2. Technical Assistance for Classified Features:
- Technical Support on Classified Features: Provide ongoing assistance with features such as ad posting, payment gateways, account settings, and user profiles. Ensure that users are able to effectively utilize the classified functionalities.
- Payment Support: Troubleshoot and assist users with payment-related issues, such as failed transactions, incorrect billing, or any payment discrepancies. Ensure that payment issues are handled in a timely manner and provide clear instructions on resolving them.
- System Troubleshooting: Resolve system-related issues (e.g., platform glitches, errors in ad display, posting delays). Coordinate with the technical team to escalate and resolve technical problems that cannot be solved at the user level.
3. User Documentation & Knowledge Management:
- Knowledge Base Contributions: Assist in the creation and maintenance of a comprehensive user manual or help guide for the SayPro Classified platform. This includes providing clear solutions for common issues and incorporating feedback from users to improve content.
- Educational Content Creation: Develop and update resources, such as step-by-step guides, video tutorials, and FAQs, to help users better understand the classified platform and avoid issues.
4. Customer Feedback & Relationship Management:
- Customer Feedback Collection: Actively gather feedback from users to identify opportunities for platform improvement, customer experience enhancements, and new features. Ensure that feedback is properly documented and shared with the relevant teams for review.
- Relationship Building: Foster positive relationships with users by providing timely and helpful support. Ensure a high level of customer satisfaction, particularly for users encountering repeated or complex issues.
5. Reporting & Performance Tracking:
- Monthly and Quarterly Reporting: Track and report on user support trends, issue resolution times, and satisfaction metrics in line with SayPro Monthly January SCMR-5 and SayPro Quarterly Classified User Support and Help Management goals.
- Performance Analysis: Analyze performance data from user interactions to identify areas of improvement, ensuring the team remains aligned with the company’s goals and key performance indicators (KPIs).
6. Collaboration & Team Support:
- Collaboration with Teams: Work closely with the technical and product development teams to communicate recurring user issues and contribute insights for system improvements. Collaborate with the marketing team to ensure users are aware of the latest features and updates.
- Cross-Functional Support: Assist with cross-functional teams, ensuring that user queries are answered promptly and in the context of marketing, platform development, and business operations.
Qualifications:
- Education & Experience:
- Bachelor’s degree in a relevant field (e.g., Information Technology, Customer Service, Marketing, Business Administration).
- Previous experience in a customer support or help desk role, preferably within a tech or digital platform environment.
- Familiarity with online classified systems and payment gateways is a plus.
- Skills & Competencies:
- Strong troubleshooting skills with a keen eye for detail and problem-solving.
- Excellent written and verbal communication skills, with the ability to explain technical information in simple terms.
- Ability to manage multiple user issues concurrently, prioritize tasks, and maintain professionalism under pressure.
- Strong organizational skills with attention to detail in documenting and tracking user issues.
- Proficiency with common office software and tools, including CRM systems, live chat software, and help desk management systems.
- Personal Attributes:
- Customer-oriented, with a passion for providing exceptional service.
- Adaptable to a fast-paced work environment, willing to learn and stay updated with platform changes and features.
- Proactive in identifying and addressing issues before they become widespread problems.
Working Conditions:
- Work Hours: Full-time position, with potential for flexible working hours or shift work depending on user demand.
- Location: Position can be remote or based in the SayPro Classified Office.
- Reporting Structure: The position reports directly to the SayPro Marketing and Customer Service Manager.
This job description outlines the key responsibilities and qualifications for the SayPro Classified User Support and Help Management role. It is designed to ensure that users receive excellent service, promoting a smooth and seamless experience on the SayPro Classified platform.
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