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 Classified Office Director / SayPro Marketing Royalty SCMR Lead
Location: Hybrid / Remote / SayPro Regional Office
Employment Type: Full-time / Contractual
Position Summary:
The SayPro Classified User Support and Help Management specialist is responsible for managing all user interactions related to support, guidance, and technical assistance for SayPro Classified platforms. This role ensures user satisfaction by delivering high-quality, timely responses to inquiries and technical issues. Working closely with SayPro’s Marketing and IT teams, this position will identify, implement, and continuously improve support features and user experience enhancements in line with SCMR-5 and SCMR Quarterly Support Objectives.
Key Responsibilities:
1. User Support & Helpdesk Management
- Respond to user inquiries via email, chat, ticketing systems, and phone in a professional and timely manner.
- Maintain comprehensive FAQs, help documentation, and automated responses for common support topics.
- Troubleshoot user-reported issues, escalate to the IT team when necessary, and ensure resolution within defined SLAs.
- Track and analyze recurring problems to propose sustainable solutions and prevent issue recurrence.
2. Collaboration with Marketing and IT Teams
- Partner with SayPro Marketing Royalty SCMR team to align support messaging with branding and user engagement goals.
- Participate in quarterly planning and review sessions to incorporate insights from support interactions into marketing content and user education initiatives.
- Work with the IT department to log, prioritize, and follow up on bugs or feature requests that affect user experience.
- Contribute to the ideation and development of new support features that enhance the classified user journey, such as live chat, chatbot integration, or AI-driven knowledge bases.
3. Data-Driven Reporting and Continuous Improvement
- Contribute to the SayPro Monthly January SCMR-5 and Quarterly SCMR Reports by compiling data, trends, and user feedback insights.
- Monitor KPIs such as ticket volume, resolution time, user satisfaction scores, and report on performance to leadership.
- Assist in preparing reports and user impact assessments that inform new developments, updates, or system enhancements.
4. User Education and Empowerment
- Conduct user webinars, live Q&A sessions, and onboarding support calls to help users navigate the SayPro Classified system.
- Develop and maintain training materials, toolkits, and video tutorials.
- Coordinate with the SayPro Learning & Development Team for training modules that promote platform literacy.
5. Quality Assurance and User Feedback Loops
- Ensure consistency, accuracy, and empathy in every user interaction.
- Establish a structured user feedback mechanism to collect suggestions and sentiment on SayPro’s Classified system.
- Use insights from support tickets and user sentiment analysis to propose actionable improvements in platform design or functionality.
Required Skills and Qualifications:
- Bachelor’s degree in Communication, IT, Marketing, or related field.
- 2+ years experience in customer support, tech support, or user experience.
- Strong interpersonal skills with the ability to communicate effectively with both technical and non-technical users.
- Familiarity with CRM, ticketing systems (like Zendesk, Freshdesk), and knowledge management platforms.
- Analytical mindset; capable of interpreting support data to make strategic recommendations.
- Experience working cross-functionally in a collaborative, fast-paced environment.
Desirable Qualifications:
- Experience working in a classified ads platform or marketplace environment.
- Knowledge of SayPro internal tools, brand tone, and user demographic.
- Proficiency in multiple languages is a plus.
Performance Metrics:
- User satisfaction rate (CSAT)
- First response time and resolution time
- Knowledge base usage and content helpfulness
- Number of escalations to IT
- Contribution to quarterly support improvements and feature rollouts
Leave a Reply