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
Reports To: SayPro Marketing Royalty SCMR Team
Program: SayPro Monthly January SCMR-5 | SayPro Quarterly Classified User Support and Help Management
Key Responsibilities: Training & Education
The User Support and Help Management professional is responsible for leading the Training & Education efforts that equip SayPro Classified platform users—both individuals and organizations—with the knowledge and skills they need to successfully interact with the system. Under the strategic umbrella of SCMR-5 (SayPro Classified Marketing Royalty), this role ensures a seamless and empowering user experience through targeted training initiatives.
1. User Onboarding & Orientation
- Develop and deliver comprehensive onboarding programs for new users of SayPro’s Classifieds platform.
- Design orientation sessions that cover the full lifecycle of classified ad usage—from account registration and profile management to ad creation, submission, and renewal.
- Create guided tutorials and FAQs tailored to different user types (e.g., individual sellers, buyers, business advertisers, nonprofit participants).
2. Platform Usage Training
- Provide step-by-step educational sessions (both online and in-person) on:
- How to post classified ads effectively.
- How to manage active listings (edit, renew, delete).
- How to search, filter, and save listings for later viewing.
- How to use category-specific functions (e.g., Jobs, Events, Products).
- Offer training on advanced user options such as paid promotions, featured ads, and analytics dashboards.
3. Multilingual and Inclusive Learning Materials
- Design and produce training materials (videos, guides, slide decks, help sheets) in multiple languages to accommodate SayPro’s diverse user base.
- Ensure materials are accessible to users with disabilities, following universal design and accessibility standards (e.g., screen reader support, captions).
4. Live Support Sessions & Webinars
- Organize and host monthly webinars and live support sessions as part of the SayPro Monthly SCMR-5 Calendar, focusing on:
- New features and platform updates.
- Common user issues and best practices.
- Community Q&A and troubleshooting clinics.
- Collaborate with SayPro Regional Offices to run localized quarterly training events.
5. Development of a Knowledge Base
- Work closely with the SayPro Technical and Marketing teams to develop and maintain a centralized online Help Center.
- Ensure the knowledge base includes:
- How-to guides.
- Troubleshooting walkthroughs.
- Glossaries of platform terms.
- User-submitted tips and experiences.
6. User Feedback & Training Improvement
- Collect feedback after each training session via surveys and direct outreach.
- Analyze data to identify knowledge gaps or training needs.
- Adjust and optimize the training curriculum to reflect user needs, platform changes, and seasonal usage trends.
7. Collaborative Training Campaigns
- Partner with SayPro Marketing Royalty and Communication Teams to:
- Promote training events via newsletters, social media, and platform announcements.
- Integrate training modules into SayPro’s wider digital literacy campaigns.
- Run themed campaigns (e.g., “How to Sell During Holidays”, “Post Your Graduation Ads”) aligned with quarterly classified goals.
8. Reporting and Accountability
- Provide detailed monthly and quarterly reports as required under SayPro Monthly January SCMR-5 protocols.
- Document:
- Number of users trained.
- Training attendance rates.
- Success metrics (pre/post-training knowledge, usage uptick).
- Lessons learned and forward plans.
Key Performance Indicators (KPIs)
- % increase in successful ad postings after training.
- User satisfaction score with training materials and delivery.
- Reduction in support ticket volume due to better user knowledge.
- Attendance and engagement in monthly/quarterly training sessions.
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