SayPro Job Description for SayPro Classified User Support and Help Management

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, SayPro Marketing Royalty SCMR

Reports To:
SayPro Classified Operations Manager

Position Overview:
The SayPro Classified User Support and Help Management role is designed to provide comprehensive assistance to individuals and businesses utilizing the SayPro Classified platform. The position requires a customer-oriented approach, ensuring that users have a seamless experience when posting ads, managing their listings, and navigating the platform. This role will handle inquiries, troubleshoot issues, and offer guidance in the effective use of SayPro’s classified services, contributing to customer satisfaction and retention.

Key Responsibilities:

1. User Support & Assistance:
   • Serve as the primary point of contact for all users seeking support related to SayPro Classified services.
   • Address and resolve user queries regarding posting ads, managing listings, and using the classified platform efficiently.
   • Provide detailed instructions, walkthroughs, and solutions for troubleshooting common issues faced by users, ensuring they can easily navigate the platform and perform required actions.
   • Offer timely support via various communication channels, including email, phone, and live chat.
2. Platform Navigation Guidance:
   • Help users understand the different features and functionalities of the classified platform, including ad creation, categorization, editing, and deletion.
   • Assist in resolving issues related to listing visibility, ad status, and ensuring that listings comply with the platform’s guidelines.
   • Walk users through best practices for maximizing the effectiveness of their ads (e.g., tips on ad descriptions, pricing strategies, and images).
3. Troubleshooting & Issue Resolution:
   • Diagnose technical issues that users may encounter while using the platform and provide practical solutions.
   • Collaborate with the technical support team to escalate unresolved issues and ensure timely resolutions.
   • Keep track of recurring technical issues and user feedback to proactively address potential improvements to the platform.
4. User Training and Education:
   • Conduct training sessions, webinars, and tutorials to help users understand the full capabilities of the SayPro Classified platform.
   • Create and update knowledge base articles, FAQs, and user guides to assist users in self-service troubleshooting and learning.
   • Offer personalized training for businesses that require more in-depth support for ad campaigns or listing management.
5. Feedback Collection and Reporting:
   • Gather feedback from users regarding their experience on the platform and communicate common challenges or suggestions to the development and operations teams.
   • Help identify trends in user needs, concerns, and inquiries to improve the overall user experience.
   • Provide monthly reports on the most frequently raised issues and resolutions to help guide platform enhancements.
6. Quality Control and User Satisfaction:
   • Monitor user interactions and ensure that all support provided aligns with SayPro’s customer service standards and expectations.
   • Maintain a high level of professionalism, empathy, and efficiency in all user interactions to ensure positive user experiences.
   • Ensure users are fully satisfied with the resolution of their queries by following up where necessary.
7. Collaboration with Cross-Functional Teams:
   • Work closely with the SayPro Classified Marketing, Sales, and Technical teams to ensure users receive consistent, accurate information and support.
   • Communicate feedback from users to relevant teams to improve the platform’s functionality and user experience.
8. Reporting & Analytics:
   • Monitor and track user support metrics, including response time, resolution time, and customer satisfaction levels.
   • Provide regular reports to the SayPro Classified Office on the effectiveness of user support and highlight areas for improvement.
9. Compliance with SayPro Guidelines and Policies:
   • Ensure all user support activities comply with SayPro’s policies, including data protection and confidentiality standards.
   • Help users understand and adhere to SayPro’s classified ads policies and community guidelines.

Qualifications and Skills:

• Experience:
  • Previous experience in customer service, technical support, or a similar role, preferably within an online platform or classifieds industry.
  • Familiarity with classified ad platforms and e-commerce websites is a plus.
• Skills:
  • Strong communication skills, both written and verbal, with the ability to explain technical concepts in a user-friendly manner.
  • Exceptional problem-solving abilities with a focus on delivering timely solutions.
  • Strong attention to detail and organizational skills, able to manage multiple user inquiries simultaneously.
  • Ability to remain calm under pressure and provide clear guidance to users facing issues.
  • Proficient in using support tools (e.g., ticketing systems, live chat platforms, CRM tools).
• Education:
  • A high school diploma is required; a degree in a relevant field such as business, IT, or communications is a plus.
• Technical Proficiency:
  • Basic knowledge of web navigation, internet technologies, and troubleshooting techniques.
  • Familiarity with classified ad posting and online marketplace tools.

Additional Information:

• This position is based in SayPro’s headquarters or remotely, with occasional travel required for on-site training sessions or team meetings.
• The role may require availability outside of regular business hours during peak times or for critical issue resolutions.

Key Performance Indicators (KPIs):

• User satisfaction ratings (e.g., post-interaction surveys)
• Response and resolution time for user queries
• Frequency and type of user issues reported
• Documentation quality (e.g., user guides, FAQs, and troubleshooting articles)
• Feedback and suggestions contributed to platform improvements

By fulfilling the above responsibilities, the SayPro Classified User Support and Help Management team will ensure that users have a positive and smooth experience while using SayPro’s services, contributing to overall user retention and platform success.