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SayPro is a Global Solutions Provider working with Individuals, Governments, Corporate Businesses, Municipalities, International Institutions. SayPro works across various Industries, Sectors providing wide range of solutions.

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Bonolo Marishane

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  • SayPro Documents Required from Employees: Help Center Content

    SayPro Documents Required from Employees: Help Center Content

    SayPro Monthly January SCMR-5 SayPro Quarterly Classified User Support and Help Management by SayPro Classified Office under SayPro Marketing Royalty SCMR

    Overview:
    The purpose of this document is to outline the key documents and content that SayPro employees must submit for inclusion in the Help Center during the January quarter as part of the SayPro Monthly SCMR-5 and SayPro Quarterly Classified User Support and Help Management under the SayPro Marketing Royalty SCMR. The content will include documentation for new FAQ entries, how-to guides, and troubleshooting materials that are created throughout the quarter. These contributions will help enhance the SayPro Help Center by providing valuable resources to assist users with common queries and technical issues.

    1. New FAQ Entries

    • Description:
      Any new frequently asked questions (FAQ) entries that are created during the quarter should be documented and submitted for inclusion in the Help Center. These entries should aim to address common questions or problems that users encounter, helping them quickly find solutions without needing to contact support.
    • Required Documents:
      • FAQ Question and Answer Document:
        A document detailing the new FAQ entry, including:
        • Question: The exact phrasing of the user’s question.
        • Answer: A clear, concise, and accurate answer to the question, ensuring it is easy for users to understand.
        • Relevant Keywords: List of search keywords or phrases related to the FAQ entry.
        • Category: The section of the Help Center where this FAQ should be placed (e.g., General Queries, Account Management, Troubleshooting, etc.).
      • Review and Approval Document:
        This document confirms that the FAQ entry has been reviewed and approved by the relevant department or team, ensuring the information is accurate and up-to-date.
    • Format:
      • Word document or PDF for text-based FAQs.
      • Excel sheet or similar format for structured FAQ entries (optional for large numbers).

    2. How-To Guides

    • Description:
      How-to guides are step-by-step instructions that teach users how to perform specific tasks or solve particular issues within the platform. These guides are designed to be user-friendly, with clear and simple steps to ensure that users can follow them successfully.
    • Required Documents:
      • Guide Title: A brief and descriptive title for the guide.
      • Objective: A brief overview of the task or action the guide will help the user complete.
      • Step-by-Step Instructions: Clear, numbered steps with:
        • Clear, actionable instructions.
        • Screenshots or illustrations that correspond with each step (optional but highly recommended).
        • Additional tips, links, or notes to assist users where applicable.
      • User Level: Indicate whether the guide is intended for beginner, intermediate, or advanced users.
      • Category: The Help Center section under which the guide should appear (e.g., User Account Setup, Software Integration, Customization).
      • Review and Approval Document: A document confirming the guide’s review and approval by the relevant department.
    • Format:
      • Word document or PDF for text-based guides.
      • Screenshots should be in JPG, PNG, or GIF formats.
      • Markdown or HTML files (optional, for web integration).

    3. Troubleshooting Materials

    • Description:
      Troubleshooting materials aim to help users resolve issues they may encounter when using the platform. These materials include common errors, system alerts, or unexpected behavior, along with the steps users should follow to fix these issues.
    • Required Documents:
      • Issue Description: A clear description of the issue or error, including when it occurs and any known causes.
      • Solution Steps: A detailed guide on how to resolve the issue, including:
        • Step-by-step instructions.
        • Screenshots or visuals of error messages (if applicable).
        • Common reasons for the issue and possible solutions.
        • Links to other relevant articles or FAQs for further guidance.
      • Troubleshooting Checklist: A checklist of steps for users to follow before submitting a support ticket.
      • Issue Severity: Indicate whether the issue is a critical problem, a common bug, or a minor inconvenience.
      • Category: The Help Center section under which the troubleshooting guide should be placed (e.g., Technical Issues, Account Errors, Billing Issues).
      • Review and Approval Document: A document confirming the troubleshooting materials’ review and approval by the relevant department.
    • Format:
      • Word document or PDF for text-based troubleshooting.
      • Screenshots should be in JPG, PNG, or GIF formats.
      • Markdown or HTML files (optional, for web integration).

    4. Content Submission Guidelines

    • Naming Conventions:
      All documents should be named according to the following format:
      DocumentType_[Title/Topic]_[Date]. For example:
      • FAQ: FAQ_AccountRecovery_2025-01-15
      • How-to Guide: HowTo_UpdateProfile_2025-01-20
      • Troubleshooting: Troubleshooting_LoggingError_2025-01-10
    • Submission Deadline:
      All documents for the January quarter must be submitted by January 31st to ensure inclusion in the quarterly review and update process.
    • Submission Process:
      Documents should be submitted via the SayPro Help Center internal submission portal, where they will be reviewed by the Help Center content team for quality and consistency.

    5. Additional Documentation Requirements

    • Change Log for Updates:
      If an existing FAQ entry, how-to guide, or troubleshooting material has been updated, a change log should be submitted detailing what changes were made and why. This helps track the evolution of Help Center content and ensures users are receiving the most current information.
    • User Feedback Documentation:
      Any user feedback received on existing Help Center content (positive or negative) should be submitted to assist in refining and improving the documentation.

    6. Review and Approval Process

    • All content must undergo a review process to ensure it meets the following criteria:
      • Accuracy: Information provided is correct and aligned with the platform’s current version and functionality.
      • Clarity: Content is clear, easy to follow, and free of technical jargon where possible.
      • Formatting: Proper formatting is used for ease of reading, including numbered lists, headings, and bullet points.
      • Compliance: Ensure all content complies with SayPro’s internal policies and standards for user support.

    7. Tracking and Reporting

    • Monthly Reporting:
      A monthly report will be compiled to track the number of new FAQ entries, how-to guides, and troubleshooting materials submitted and approved. This report will be part of the SayPro Monthly SCMR-5 documentation and will include feedback from users on how helpful the new content has been.

    Conclusion: The documentation provided by employees during the January quarter will significantly enhance the SayPro Help Center by offering new FAQ entries, detailed how-to guides, and troubleshooting materials that improve user experience and reduce the volume of support inquiries. All content must be submitted in the specified formats by the deadline to ensure it is reviewed, approved, and published in a timely manner.

  • SayPro Classified User Support and Help Management

    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 Summary:

    The SayPro Classified User Support and Help Management specialist is responsible for ensuring exceptional user experience by providing professional support, timely help, and efficient troubleshooting services on the SayPro Classified platform. This role will also focus on collaborative efforts with SayPro Marketing and IT departments to ensure the platform remains user-friendly, secure, and performance-optimized. The specialist plays a central role in SayPro Monthly SCMR-5 meetings and SayPro Quarterly Classified User Support and Help Management Reviews, ensuring user-centric feedback is captured and utilized to drive continuous improvement.

    Key Responsibilities:

    1. User Support and Help Management

    • Serve as the first point of contact for users needing assistance with classified listings, navigation, or account management.
    • Respond to support tickets, live chats, emails, and social media inquiries in a professional and timely manner.
    • Maintain a detailed log of all support requests and ensure resolution is documented and followed up when necessary.
    • Develop and manage an evolving SayPro Classified Help Center/Knowledge Base, including FAQs, guides, and video tutorials.
    • Analyze support trends and identify recurring issues, proposing long-term fixes or user education materials.

    2. Collaboration with SayPro Marketing and IT Teams

    • Work closely with the SayPro Marketing team to communicate user behavior, trends, pain points, and feature requests.
    • Collaborate with the SayPro IT team to ensure platform reliability, bug fixes, and implementation of user-requested improvements.
    • Attend joint planning sessions, particularly Monthly SCMR-5 sessions and Quarterly Strategy Review meetings, providing data-driven user insights.
    • Participate in platform testing before feature releases to ensure optimal usability and support preparedness.
    • Share insights from user interactions to support marketing content, SEO strategies, and community-building campaigns.

    3. User Experience Optimization

    • Monitor and assess user journey and engagement with the classified platform; work with UI/UX and development teams to propose improvements.
    • Run periodic user satisfaction surveys and compile feedback into actionable reports for stakeholders.
    • Coordinate with Marketing to roll out onboarding processes and ensure new users understand how to utilize the platform effectively.
    • Test and help refine user flows, such as ad posting, category navigation, payments, and renewals.

    4. Quality Assurance and Compliance

    • Ensure the platform complies with SayPro standards of user privacy, protection, and service delivery.
    • Regularly check for user-reported suspicious or spammy content, escalating and managing cases per company policy.
    • Assist with audits related to SCMR-5 and SayPro Classified User Help Performance.

    5. Reporting and Communication

    • Submit monthly and quarterly reports as part of SayPro SCMR-5 and Quarterly Support Reviews.
    • Track KPIs such as average response time, resolution rates, user satisfaction scores, and most reported issues.
    • Provide insights that inform marketing campaigns, IT feature updates, and platform communication.

    Requirements:

    • Proven experience in customer support, user help management, or a related field, preferably in an online marketplace or digital platform.
    • Strong communication and interpersonal skills, with a proactive and empathetic approach to user care.
    • Familiarity with ticketing systems (e.g., Zendesk, Freshdesk), CMS platforms, and basic troubleshooting techniques.
    • Ability to collaborate effectively across departments and contribute to technical and marketing discussions.
    • High attention to detail, data analysis skills, and ability to generate user-centric insights.
    • Passion for improving user experience and simplifying digital interactions.

    Desirable Skills:

    • Experience in classified ads software such as WP Classifieds or Classifieds WP.
    • Basic understanding of digital marketing, SEO, or user onboarding techniques.
    • Familiarity with agile workflows and project collaboration tools like Asana, Jira, or Trello.

    Performance Metrics (Linked to SCMR-5 and Quarterly Reviews):

    • User satisfaction score (target: 90%+)
    • Average support resolution time (target: <24 hours)
    • Monthly support ticket volume and resolution rates
    • Quarterly report completion and presentation to SayPro Marketing Royalty SCMR
    • Number of improvements or fixes suggested through user support insights
  • SayPro Classified User Support and Help Management Officer

    SayPro Classified User Support and Help Management Officer

    SayPro Monthly January SCMR-5 SayPro Quarterly Classified User Support and Help Management by SayPro Classified Office under SayPro Marketing Royalty SCMR

    Department: SayPro Classified Office

    Reporting To: Head of SayPro Classified Office, in coordination with SayPro Marketing Royalty SCMR

    Location: Remote/Onsite (as per SayPro operational structure)

    Classification: Support and Help Management

    SCMR Reference: SCMR-5 (January Monthly) | SayPro Quarterly Classified User Support

    Job Summary

    The SayPro Classified User Support and Help Management Officer plays a central role in ensuring a high-quality, consistent, and user-centered support experience for all users of the SayPro Classified platform. This role is responsible for handling support tickets, responding to inquiries, managing user satisfaction, and generating comprehensive reports on classified system support activities. The officer will also play a crucial role in documentation and continuous improvement of support services.

    Key Responsibilities

    1. User Support & Help Desk Operations

    • Respond promptly and effectively to user queries, complaints, and technical issues related to the SayPro Classified platform.
    • Provide support across multiple channels (email, ticketing system, chat, phone, or on-site where applicable).
    • Troubleshoot user problems and escalate technical bugs or complex issues to the appropriate internal departments.
    • Maintain courteous and professional communication with users to uphold the SayPro brand standard.
    • Assist users with submitting ads, renewing ads, navigating platform features, and understanding policies and terms of use.

    2. Reporting & Documentation

    • Compile detailed monthly reports (SCMR-5) on user support performance, satisfaction trends, and issue frequency, submitted to the SayPro Marketing Royalty SCMR.
    • Prepare quarterly user support reviews that summarize classified user interaction data, categorize issues by type and frequency, and highlight areas for platform enhancement.
    • Maintain an accurate log of all classified user issues, resolutions, and outstanding support tickets using the internal case management system.
    • Document user feedback and provide insights and recommendations for improving classified user support services.

    3. Data Categorization & Analysis

    • Classify user queries/issues into actionable categories (e.g., technical errors, user training needs, ad management confusion).
    • Identify patterns and trends in user difficulties to guide platform improvements, support content creation, and staff training.
    • Collaborate with the development and design teams by sharing categorized reports and real-world user pain points.

    4. Quality Control & Continuous Improvement

    • Measure and monitor user satisfaction using feedback forms, surveys, and direct feedback.
    • Contribute to the development of FAQs, knowledge bases, user guides, and instructional videos to reduce repeat issues and support user autonomy.
    • Recommend updates to classified processes, workflows, and UI/UX features based on user feedback.

    5. Training and Coordination

    • Participate in or lead internal training workshops for SayPro Classified agents to ensure consistent help desk practices.
    • Liaise with the SayPro Marketing Royalty SCMR and the SayPro Classified Office to ensure alignment on support messaging and strategic priorities.

    Required Qualifications & Skills

    • Diploma or Bachelor’s degree in IT Support, Communications, Marketing, or a related field.
    • At least 2 years’ experience in customer support, helpdesk operations, or user support systems.
    • Excellent communication, problem-solving, and documentation skills.
    • Experience with helpdesk or CRM tools (e.g., Zendesk, Freshdesk, HubSpot).
    • Strong understanding of classified ad systems and user journey challenges.
    • Ability to work independently and collaboratively in a fast-paced environment.

    Performance Indicators

    • Timeliness and accuracy of monthly SCMR-5 reports and quarterly support summaries.
    • User satisfaction scores and resolution times.
    • Reduction in repeat issues through improved documentation and knowledge sharing.
    • Quality and clarity of classified user guides and support materials.
  • SayPro Job Description: SayPro Classified User Support and Help Management

    SayPro Job Description: 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 Officer

    Department:

    SayPro Classified Office
    Reporting to: SayPro Classified Product Manager
    Collaboration: SayPro Marketing Royalty SCMR

    Location:

    Remote/Hybrid – May involve attending SayPro Regional or Central Offices for Quarterly Reviews

    Role Type:

    Full-time / Contractual / Rotational Assignment (as per SayPro SCMR Scheduling Guidelines)

    Primary Purpose of the Role:

    To ensure that all users of the SayPro Classified platform have seamless support access, that issues are resolved efficiently, and that user feedback is systematically captured, analysed, and implemented to improve the overall Classified platform experience. The role also ensures quarterly evaluations and continuous service enhancement under the framework of SayPro Monthly January SCMR-5 and SayPro Quarterly User Support Reviews.

    Key Responsibilities:

    1. User Support & Issue Management

    • Provide responsive and efficient support to users through the SayPro Classified helpdesk, chat, email, social media, and community forums.
    • Maintain a ticketing system and ensure SLA (Service Level Agreement) compliance for response and resolution times.
    • Coordinate with the technical and product teams to escalate and resolve complex user issues.
    • Monitor trends and recurring issues to pre-emptively address platform weaknesses.

    2. User Feedback & Improvement

    • Collect user feedback from multiple sources, including:
      • Classified site feedback forms
      • Social media inquiries
      • Live chat interactions
      • Email support logs
      • SayPro Monthly January SCMR-5 reports
    • Analyse data from the SayPro Quarterly Classified User Support and Help Management Reports to identify user pain points, usability issues, and feature requests.
    • Organise and conduct structured user interviews and surveys to deepen understanding of feedback.
    • Work closely with the SayPro Classified Product and Development teams to propose, document, and implement improvements in platform design, usability, and content based on feedback trends.
    • Ensure feedback-driven changes are properly communicated back to users via changelogs, newsletters, and announcements.

    3. Documentation & Help Resources

    • Create and maintain up-to-date user guides, FAQs, video tutorials, and onboarding resources for the SayPro Classified platform.
    • Translate technical issues and solutions into clear, easy-to-understand content for users.
    • Keep all support documentation aligned with product updates and version changes.

    4. Training & Capacity Building

    • Train new SayPro team members and regional partners on handling Classified support queries.
    • Organize quarterly internal helpdesk refresher sessions and contribute to the SayPro Learning Centre materials.
    • Host live demos or webinars for new features or user onboarding as needed.

    5. Performance Reporting & Continuous Improvement

    • Prepare monthly performance dashboards summarizing:
      • User satisfaction scores
      • Ticket volume and resolution times
      • Top issues and feature requests
      • Platform stability and UX issues
    • Lead the compilation of inputs for the SayPro Quarterly Classified User Support and Help Management Review, under guidance of the SayPro Marketing Royalty SCMR office.
    • Participate in cross-functional meetings to represent the voice of the user in strategic product discussions.

    Key Deliverables:

    • Monthly user support feedback report aligned to SCMR-5 objectives.
    • Quarterly improvement proposal document based on classified user trends.
    • Updated and well-maintained user documentation library.
    • User feedback repository and action-tracking sheet shared with the product and dev team.
    • Quarterly user satisfaction improvement plan submitted to SayPro Marketing Royalty SCMR.

    Required Skills & Competencies:

    • Strong verbal and written communication (multilingual skills are an asset).
    • Customer-centric mindset and ability to empathize with diverse users.
    • Analytical skills for processing large volumes of feedback and usage data.
    • Experience with helpdesk platforms (e.g., Zendesk, Freshdesk) and community management tools.
    • Ability to collaborate across departments (tech, marketing, admin, etc.).
    • Knowledge of SayPro internal policies, SCMR reporting standards, and Classified platform goals.

    Educational & Professional Requirements:

    • Degree or diploma in Communications, Customer Support, IT Management, or a related field.
    • Minimum 2 years’ experience in customer service, preferably in an online platform or classifieds environment.
    • Familiarity with SayPro systems and prior involvement in SayPro programs is highly desirable.

    Key Performance Indicators (KPIs):

    • User satisfaction rating (monthly and quarterly)
    • First response and average resolution time
    • Volume of actionable feedback submitted to dev teams
    • Number of platform improvements implemented from feedback
    • Timely submission of SCMR-aligned reports
  • SayPro Classified User Support and Help Management

    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 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.
    • 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.
    • 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.
    • 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.
  • SayPro Classified User Support and Help Management

    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

    Department: SayPro Classified Office
    Reports To: SayPro Marketing Royalty SCMR
    Location: [Location]
    Job Type: Full-time
    Job Code: SCMR-5

    Overview:
    The SayPro Classified User Support and Help Management role is pivotal to ensuring users of the SayPro Classified platform receive the highest level of support and assistance. The role focuses on managing the help center, including developing FAQs, instructional articles, and troubleshooting guides. It also involves responding to user inquiries, resolving issues, and continuously enhancing the user experience. This role requires a proactive, detail-oriented, and empathetic approach to managing support resources and delivering top-notch user assistance.

    Key Responsibilities:

    1. Help Center Management:
      • Oversee the daily operations of the SayPro Classified Help Center.
      • Develop, update, and manage a comprehensive library of Frequently Asked Questions (FAQs) and troubleshooting guides for users, ensuring content is clear, concise, and user-friendly.
      • Create and maintain instructional articles, video tutorials, and knowledge base content that assists users in resolving common issues and utilizing the SayPro Classified platform effectively.
      • Regularly review user feedback and interaction data to identify gaps in the help center content and ensure resources are up to date.
      • Collaborate with product development and marketing teams to ensure that new features and updates are promptly reflected in the help center materials.
    2. User Support and Issue Resolution:
      • Respond to and resolve user queries through various support channels, including email, live chat, and phone, ensuring timely and effective solutions.
      • Provide detailed troubleshooting assistance for users facing technical issues with classified ads, payment processes, account settings, and other platform functionalities.
      • Maintain detailed records of user interactions, issues, and resolutions in a CRM or ticketing system for follow-up and continuous improvement.
      • Escalate complex issues to the appropriate technical or product teams while ensuring the user remains informed of the progress.
    3. Training and Development:
      • Develop and conduct training sessions or webinars for both users and internal teams to enhance the understanding of the platform’s features and functionalities.
      • Monitor and evaluate the effectiveness of training materials and user guides, ensuring continuous improvement in clarity and accessibility.
      • Work closely with the marketing and product teams to create user-centric content that promotes platform adoption and engagement.
    4. User Feedback and Satisfaction:
      • Regularly gather user feedback through surveys, ratings, and direct communication to assess the effectiveness of the help center and user support processes.
      • Implement improvements to support processes based on feedback, striving to reduce user frustration and enhance overall satisfaction.
      • Track and analyze support metrics (response time, resolution time, user satisfaction, etc.) to ensure service level agreements (SLAs) are met and exceeded.
    5. Collaboration and Communication:
      • Collaborate with the SayPro Marketing Royalty SCMR team to align user support strategies with the broader organizational goals and marketing initiatives.
      • Provide regular updates to management regarding the status of support requests, help center performance, and any recurring issues or challenges.
      • Foster a positive, solution-oriented atmosphere within the team, encouraging collaboration and knowledge sharing.
    6. Content Management and Quality Control:
      • Ensure all content in the help center is consistent in tone, style, and branding, and complies with SayPro’s guidelines for accessibility and readability.
      • Regularly audit existing content for relevance and accuracy, removing outdated information and adding new resources as required.
      • Work closely with the marketing team to align help center content with ongoing campaigns and product launches.
    7. Continuous Improvement:
      • Stay updated on industry best practices and emerging trends in customer support and user experience to ensure SayPro Classified’s help center remains competitive and efficient.
      • Innovate and implement new support tools, techniques, and technologies to improve the user support experience.
      • Provide recommendations for enhancements to the SayPro Classified platform based on user feedback and support trends.

    Qualifications and Skills:

    • Education: Bachelor’s degree in Business Administration, Communication, Marketing, or a related field.
    • Experience:
      • 3+ years of experience in user support or customer service management, preferably in a tech or online platform environment.
      • Experience in managing online help centers or knowledge bases.
      • Familiarity with CRM systems or ticketing software (e.g., Zendesk, Freshdesk).
      • Basic technical troubleshooting skills and knowledge of classified ad platforms.
    • Skills:
      • Exceptional written and verbal communication skills.
      • Strong attention to detail and ability to develop user-friendly content.
      • Problem-solving abilities and a customer-first mindset.
      • Ability to work independently and in a collaborative team environment.
      • Experience with data analysis and reporting to measure support effectiveness.
    • Personal Traits:
      • Empathy and patience with users.
      • A proactive attitude to anticipate user needs and improve processes.
      • Highly organized with the ability to manage multiple projects and deadlines.

    Key Performance Indicators (KPIs):

    • User satisfaction score (e.g., CSAT or NPS).
    • Help center usage and engagement metrics (e.g., page views, time spent, user feedback).
    • Average response and resolution time for support tickets.
    • Reduction in recurring issues or support tickets over time.
    • Quality and relevance of support content (measured through audits and user feedback).

    Additional Information:

    • Salary: [Competitive salary based on experience]
    • Benefits: [Healthcare, retirement plans, paid time off, etc.]
    • Location: [Location or Remote Work Details]
    • Start Date: [Expected Start Date]

    This detailed job description outlines the key responsibilities and expectations for the SayPro Classified User Support and Help Management role under the SayPro Marketing Royalty SCMR. This position is integral to enhancing the overall user experience, providing timely and effective support, and ensuring continuous improvement of the help center and support processes.