Tag: 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.