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 Officer
Department:
SayPro Classified Office
(Under SayPro Marketing Royalty – SCMR)
Reporting To:
SayPro Classified Team Lead / SayPro Marketing Royalty SCMR Coordinator
Reference Code:
SCMR-5 | SayPro Monthly – January
Quarterly Report: SayPro Classified User Support and Help Management
Position Purpose:
The SayPro Classified User Support and Help Management Officer is responsible for maintaining, managing, and continuously improving the SayPro Classified Help Center. This includes proactively identifying recurring issues, implementing user-driven content enhancements, and ensuring timely updates that reflect new platform features. The role supports user success and satisfaction by delivering consistent, clear, and user-friendly information in alignment with feedback collected monthly and quarterly through SayPro SCMR-5 reports.
Key Responsibilities:
1. Help Center Management:
- Content Updating:
- Regularly review and revise Help Center articles, FAQs, tutorials, and walkthroughs to reflect:
- New features launched on the SayPro Classified platform.
- Recurrent questions/issues logged in monthly and quarterly support reviews (SCMR-5).
- Updated workflows and classified posting procedures.
- Regularly review and revise Help Center articles, FAQs, tutorials, and walkthroughs to reflect:
- Feedback Integration:
- Analyze feedback received via support tickets, surveys, and user interviews from the SayPro Monthly SCMR-5 and Quarterly Reports.
- Incorporate trends and common concerns into Help Center revisions and expansions.
- Documentation:
- Work closely with the SayPro Marketing Royalty team to document classified ad processes, including:
- Posting, editing, renewing, and deleting ads.
- Managing user accounts, categories, and payments.
- Work closely with the SayPro Marketing Royalty team to document classified ad processes, including:
- Visual Support:
- Collaborate with the multimedia team to ensure help articles include images, videos, and annotated screenshots where applicable for better user understanding.
2. User Support Coordination:
- Query Management:
- Triage and respond to support queries routed from the SayPro Classified Office.
- Escalate technical or unresolved issues to the development team with detailed documentation.
- Support Metrics:
- Monitor performance indicators such as:
- Average response and resolution time.
- Ticket volume trends.
- User satisfaction ratings.
- Monitor performance indicators such as:
- Knowledge Base Analytics:
- Track and analyze user behavior on the Help Center using tools such as Google Analytics or CRM data.
- Identify underperforming or frequently visited pages to optimize content and structure.
3. Collaboration and Process Improvement:
- Team Collaboration:
- Work closely with SayPro developers, marketers, trainers, and user testers to gather insight and validate Help Center accuracy.
- SCMR Compliance:
- Ensure alignment with SayPro Marketing Royalty SCMR compliance guidelines when designing and updating support materials.
- Submit monthly reports outlining Help Center updates and user support activities as per the SayPro SCMR-5 framework.
- Training Integration:
- Support the SayPro Training Department by integrating Help Center resources into onboarding and tutorial content for classified users.
Qualifications and Experience:
- Diploma or Degree in Communications, IT Support, Marketing, or a related field.
- 2–3 years of experience in user support or content management roles (preferably in digital platforms or classifieds).
- Experience with help desk software (e.g., Zendesk, Freshdesk, Intercom) is an advantage.
- Familiarity with content management systems (CMS), FAQs, and user documentation tools.
- Strong writing and editing skills with a user-first mindset.
Key Competencies:
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving skills.
- Detail-oriented with strong organizational abilities.
- Ability to manage multiple tasks and meet deadlines.
- Passion for continuous improvement and helping users succeed.
Deliverables and Reporting Structure:
- Monthly Report: Help Center Updates, Top Support Issues, Resolutions (SCMR-5 Report).
- Quarterly Review: Summary of trends, content strategy changes, and user satisfaction improvements.
- Annual Goal: Improve self-service user support by 30% based on Help Center traffic and reduced ticket volume.
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