SayPro Monthly January SCMR-5 – Customer Support Specialist

SayPro Monthly January SCMR-5 SayPro Monthly Monthly Classified Custom Locations: Allow users to specify custom locations for their ads by SayPro Classified Office under SayPro Marketing Royalty SCMR

Position Overview:

We are looking for a dedicated and proactive Customer Support Specialist to join our team at SayPro Marketing Royalty SCMR. The primary responsibility of this role is to assist advertisers in effectively using the custom location feature introduced in SayPro Monthly January SCMR-5. The ideal candidate will develop user guides, FAQs, and provide ongoing support to ensure advertisers can successfully specify and utilize custom locations for their ads, enhancing the user experience within the SayPro Classified platform.

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Key Responsibilities:

1. Develop User Guides:
   • Create Clear, Easy-to-Follow Guides: Write comprehensive user guides on how to use the new custom location feature for ads. Ensure that the guides are easy to understand for both new and experienced users.
   • Include Step-by-Step Instructions: Provide detailed, visual instructions (with screenshots or video tutorials where necessary) on how advertisers can specify custom locations when submitting their ads.
   • Ensure Relevance and Accuracy: Regularly update guides to reflect any changes or improvements to the custom location feature.
2. Create FAQs:
   • Identify Common Questions: Work closely with the customer support team to identify frequently asked questions regarding the custom location feature and ad submission.
   • Develop Clear Responses: Craft concise and clear answers that address potential issues or misunderstandings about the feature.
   • Keep FAQ Sections Updated: Ensure that the FAQ section is consistently updated to reflect any changes to the feature or based on customer feedback.
3. Provide Ongoing Support to Advertisers:
   • Assist with Troubleshooting: Provide hands-on assistance to advertisers who encounter issues or challenges while using the custom location feature. Troubleshoot problems and escalate issues where necessary.
   • Offer Tips and Best Practices: Share useful tips and best practices with users, helping them maximize the effectiveness of the custom location feature for better ad performance.
   • Follow-Up Support: Follow up with customers who have sought support to ensure that their issues are resolved and that they are satisfied with the solution provided.
4. Enhance User Experience:
   • Feedback Collection: Actively collect feedback from users regarding their experience with the custom location feature, including usability, challenges, and improvements.
   • Collaborate with the Development Team: Work closely with the development and marketing teams to relay customer feedback and suggestions for improving the custom location feature.
5. Training and Documentation:
   • Develop Training Materials: Prepare internal training materials for new support agents to ensure they are well-equipped to assist customers with the custom location feature.
   • Assist in Staff Training: Provide training and guidance to new customer support team members to ensure consistent, high-quality service.
6. Monitor and Report on Performance:
   • Track Support Trends: Monitor the frequency and types of issues or questions related to the custom location feature. Analyze trends to improve future support strategies.
   • Report Insights: Prepare regular reports for management, detailing the number of customer inquiries, recurring issues, and overall satisfaction levels concerning the custom location feature.

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Skills and Qualifications:

• Strong Communication Skills: Ability to clearly articulate instructions and explanations, both in writing and verbally.
• Customer-Centric Approach: Demonstrated passion for providing exceptional customer service and ensuring user satisfaction.
• Problem-Solving Abilities: Strong analytical skills to troubleshoot customer issues and find effective solutions.
• Technical Proficiency: Comfort with using and understanding web-based platforms, content management systems, and advertising tools.
• Attention to Detail: Ensure that all user guides, FAQs, and other support materials are accurate, clear, and free of errors.
• Team Player: Ability to collaborate with other departments (marketing, development, etc.) to provide the best customer support.
• Experience in Customer Support or Technical Support: Previous experience in customer service or technical support roles is preferred, especially in an online or digital environment.

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Additional Responsibilities (Optional):

• Assist with Product Testing: Participate in testing new features and updates related to the custom location functionality to ensure everything works smoothly before release.
• Contribute to Knowledge Base: Expand the internal knowledge base for team members to ensure efficient and quick resolution of customer issues.

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Job Requirements:

• Education: High school diploma or equivalent required; a bachelor’s degree in communications, marketing, business, or a related field is preferred.
• Experience: 1-2 years of experience in customer support, particularly in a technology-driven or online environment.
• Availability: Full-time position with flexible working hours. Availability to occasionally assist outside normal working hours may be required.
• Technical Requirements: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint), familiarity with content management systems (CMS), and knowledge of advertising platforms is a plus.

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How to Apply:

Interested candidates should submit their resume and cover letter to [Insert Application Email]. Please include examples of previous customer support experiences or relevant work.

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We are looking forward to bringing on a customer support professional who will contribute to improving the advertiser experience and ensuring a seamless process for using the custom location feature in SayPro Monthly January SCMR-5!