SayPro Monthly January SCMR-5 SayPro Quarterly Classified User Support and Help Management by SayPro Classified Office under SayPro Marketing Royalty SCMR
Position Title:
Classified User Support and Help Management Specialist
Department:
SayPro Classified Office (under SayPro Marketing Royalty SCMR)
Location:
Remote/Office-based, as applicable
Reports to:
SayPro Marketing Royalty SCMR
Key Responsibilities:
1. User Support & Assistance:
- Efficient Support System Management:
- Maintain an efficient, user-friendly support system for the SayPro website, ensuring that users can easily access help and support for all classified-related inquiries and issues.
- Act as the first point of contact for users experiencing technical issues or seeking assistance with classified ads, whether they are submitting, renewing, deleting, or managing ads.
- Ensure users can quickly navigate the help and support system, including FAQs, live chat, ticketing system, and email support.
- Help Desk Functionality:
- Respond to user inquiries promptly through multiple channels (email, phone, live chat, ticketing).
- Troubleshoot technical issues and guide users through solutions, such as resetting passwords, solving payment issues, or addressing ad approval delays.
- Record user interactions and provide feedback to the development team to continuously improve the support system.
- Problem Resolution & Follow-Up:
- Ensure users’ issues are addressed within a reasonable time frame, consistently following up with users to ensure complete resolution.
- Prioritize urgent issues and ensure that they are escalated as necessary to the appropriate department or team.
- Maintain clear records of all support tickets, resolutions, and user communications.
2. User Experience Enhancement:
- Continuous Feedback Collection:
- Actively gather feedback from users regarding the usability and effectiveness of the SayPro Classified platform.
- Identify common user challenges and areas for improvement within the platform or support system, providing regular insights to management for improvement strategies.
- User Training and Resources:
- Create, update, and maintain a comprehensive knowledge base (FAQs, tutorials, and guides) to empower users to resolve minor issues independently.
- Develop and host user training webinars and tutorials, focusing on common platform usage, such as how to submit an ad, renew expired ads, or manage payment settings.
- Communication of Platform Updates:
- Ensure that users are informed of new platform updates, features, or changes that may affect their experience.
- Create and distribute user-friendly communication (newsletters, updates, etc.) to keep users engaged and informed.
3. Collaboration with Other Teams:
- Coordination with Technical and Development Teams:
- Collaborate with the technical support and development teams to resolve more complex issues that require backend intervention.
- Participate in regular meetings with these teams to identify recurring technical problems and offer potential solutions.
- Collaboration with Marketing and SCMR Teams:
- Work closely with the marketing team under SayPro Marketing Royalty SCMR to ensure user feedback is considered in advertising strategies and campaigns.
- Assist in understanding user pain points and crafting targeted marketing and support strategies based on real-time user input.
4. Reporting and Documentation:
- User Support Metrics:
- Regularly track and report on key performance indicators (KPIs) for user support, including response times, issue resolution times, and user satisfaction levels.
- Analyze support trends and document issues to identify recurring problems and work with the technical team to resolve them.
- Support Reports for Monthly and Quarterly Reviews:
- Prepare comprehensive reports on user support activity, highlighting areas of success and those requiring attention for the SayPro Monthly January SCMR-5 and SayPro Quarterly Classified User Support and Help Management reviews.
- Present findings and make recommendations for improving user support services to the SayPro Classified Office and marketing teams.
5. Customer Relationship Management:
- Building Long-Term Relationships:
- Strive to build and maintain positive, long-term relationships with users, providing them with the best possible support experience.
- Proactively reach out to users with offers of help, ensuring their experience is smooth and trouble-free, and encouraging ongoing engagement with the platform.
- Support Community Engagement:
- Create and manage a community of users who can share tips, best practices, and help each other solve problems.
- Encourage a user-driven knowledge exchange, helping the support system scale with the growing user base.
6. Continuous Improvement:
- Identify and Implement Improvements:
- Regularly evaluate the efficiency of the existing support processes and recommend updates or modifications to enhance user satisfaction.
- Keep up to date with industry trends and new technologies that could improve the user support experience for SayPro Classified users.
- Suggest innovations to enhance the SayPro Classified platform, working with both the technical and marketing teams to refine the user interface, help guides, and overall user experience.
Required Skills & Qualifications:
- Experience:
- Minimum 2 years in customer service, user support, or a related field, ideally with experience in a classified ad or digital platform environment.
- Skills:
- Excellent communication skills, both written and verbal.
- Strong problem-solving skills with the ability to handle complex issues.
- Familiarity with CRM tools, support ticketing systems, and knowledge base management.
- Knowledge of the SayPro Classified platform (or similar platforms) is a plus.
- Technical aptitude to understand common platform issues and work with development teams.
- Ability to analyze data and identify trends to improve the user support system.
- Education:
- A degree or diploma in a relevant field such as Communications, IT, Marketing, or Business Administration is preferred but not essential.
Working Conditions:
- Full-time position with flexible working hours based on the needs of the team and user support demand.
- Availability during weekends or holidays may be required for urgent user issues.
- Work remotely or in an office, depending on the location and team requirements.
Why Join Us:
- Be part of a dynamic, fast-growing company that values innovation and user-centric support.
- Play a key role in shaping the user experience for SayPro Classifieds, improving and expanding the support system for a wide range of users.
- Work in a collaborative environment with opportunities for career development and growth.
This role is essential for ensuring that SayPro Classified users have a seamless experience with our platform, contributing to the platform’s overall success through dedicated user support and continuous improvements.
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