Tech Support Officer at Dotts Media House

Job description

• Respond to user enquiries through chat, email and support channels.
• Assist users with registration and onboarding.
• Help users navigate the platform.
• Troubleshoot account and platform issues.
• Handle login, verification, campaign, payment and notification-related issues.
• Escalate technical bugs to the appropriate technology team.
• Follow up on unresolved complaints until closure.
• Maintain records of support tickets and recurring issues.
• Monitor user complaints for recurring product problems.
• Create and maintain FAQs and support documentation.
• Provide feedback to Product and Technology teams.
• Maintain professional and timely communication with users.
• Assist users during major campaign periods and platform activations.