Job Description
- Reporting to the Technical Support Manager, you will be responsible for providing high-quality technical support to users, drivers, and businesses using the Company’s platform.
- You will troubleshoot technical issues, provide timely solutions, and ensure that all technical concerns are addressed with professionalism and efficiency.
- The ideal candidate should have excellent problem-solving skills, be customer-focused, and possess a strong understanding of technical systems.
- This role requires a combination of technical knowledge and superior communication abilities.
Key Responsibilities
Customer Support and Troubleshooting:
- Respond to customer inquiries, technical issues, and service interruptions through various support channels (email, chat, phone).
- Diagnose and resolve software, app, and platform-related issues.
- Guide users on how to properly use The Company’s platforms, including the mobile apps and web services.
Platform Maintenance and Monitoring:
- Perform routine monitoring of all the Company’s platforms' systems and services to ensure uptime and performance.
- Manage alerts and notifications related to system performance, security issues, and potential downtimes.
- Implement proactive maintenance to prevent issues before they occur.
Technical Issue Escalation:
- Escalate complex technical issues to senior engineers or developers when necessary.
- Document and track the status of escalated issues until resolution.
User Feedback Management:
- Collect and analyse user feedback to identify recurring issues or potential areas for system improvement.
- Communicate with product teams to ensure feedback informs future updates and features.
Knowledge Base and Documentation:
- Create and maintain a comprehensive knowledge base, including FAQs, troubleshooting guides, and user manuals.
- Ensure up-to-date and accurate technical documentation for both internal teams and end-users.
Collaboration with Product and Development Teams:
- Work closely with development teams to test new features, services, or updates to ensure they function as expected.
- Provide insights from support interactions to help improve product design and usability.
Compliance and Security Monitoring:
- Ensure all support processes align with data security and compliance standards.
- Monitor for security breaches or risks, and assist in reporting and mitigating such risks.
Training and Onboarding:
- Conduct training sessions for new customers, internal teams, or corporate clients to ensure a smooth onboarding process.
- Assist with the deployment of new services and explain how they work to users.
Reporting and Analytics:
- Generate regular reports on support ticket volume, resolution times, and common issues.
- Analyse support trends to identify potential technical challenges or areas for process improvement.
System Updates and Testing:
- Ensure smooth rollout of system updates by testing and troubleshooting the Company’s platform services, including transportation, delivery, e-commerce (ShopFAST), and wealth creation systems.
- Provide technical support during version updates and new feature deployments.
Requirements
- Experience: Minimum of 3 years of experience in technical support or a related role, preferably in the technology or transportation industry.
- Technical Expertise: Strong understanding of mobile apps, software platforms, and common technical issues. Experience with Android and iOS platforms is a plus.
- Problem-Solving Skills: Excellent analytical skills with the ability to troubleshoot and solve technical issues efficiently.
- Communication Skills: Exceptional verbal and written communication skills, with the ability to explain technical issues to both technical and non-technical users.
- Customer-Centric Approach: A passion for helping customers and ensuring their technical needs are met with a positive attitude.
- Adaptability: Ability to work in a fast-paced environment and manage multiple issues simultaneously.
- Attention to Detail: Strong organisational skills and attention to detail, ensuring accurate reporting and follow-up on issues.
- Professionalism: A high level of integrity, professionalism, and commitment to excellence in all customer interactions.
- Availability: Ability to work flexible hours, including weekends or after-hours support when necessary.
go to method of application »
Description
- The Company is now seeking to recruit a Communication and Content Specialist to take its brand voice, content, and communication strategies to the next level.
- Reporting to the Chief Operating Officer, you will be responsible for defining and executing the Company’s brand voice, reviewing and overseeing all written content across platforms, and driving user engagement with compelling, disruptive, and viral content.
- This role demands an experienced leader who can create and manage communication strategies, oversee product copy, marketing content, PR, and brand storytelling while ensuring consistency and quality across all media outlets.
- You will be the key person responsible for making the Company ‘The Talk of The Industry’ through unconventional and creative content that drives user engagement, onboarding, and sales. This is a high-impact role that requires initiative, strategic thinking, and the ability to contribute significantly to the growth of the Company’s brand and user base.
Key Responsibilities
Brand Voice Creation & Oversight:
- Develop and maintain the Company’s unique brand voice, ensuring consistency across all platforms, products, and media. Craft the brand story in a way that resonates with the target audience and positions the Company as a market leader.
Content Strategy & Execution:
- Create, review, and oversee all content on The Company’s apps, websites, social media, and marketing materials. Ensure that all content is compelling, error-free, and aligned with the brand’s voice and goals. Implement strategies to create viral, disruptive content that drives user engagement and sales.
Copywriting & Marketing Content:
- Write and review all marketing content, including ads, product descriptions, social media copy, blog posts, newsletters, and promotional campaigns. Ensure all content is optimised to drive onboarding, sales, and user engagement.
Communications Management:
- Execute all responsibilities of a communications manager, including managing corporate communications, PR strategies, and media relations. Lead communications campaigns that promote The Company’s brand, services, and mission.
Content Accuracy & Quality Control:
- Monitor and follow up on all written content across the company to ensure accuracy, consistency, and alignment with The Company’s standards. This includes overseeing product copy, customer communications, and internal documents.
Disruptive & Viral Content Creation:
- Be unconventional and create content that generates buzz, driving virality across platforms. Craft marketing campaigns and creative strategies that put The Company in the spotlight and increase brand awareness.
Cross-Department Collaboration:
- Work closely with the marketing, product, sales, and business development teams to align content with the company’s overall strategy. Provide feedback and direction on all content-related initiatives.
Product Writing:
- Lead product writing efforts, ensuring that all product descriptions, user guides, and in-app messaging are clear, compelling, and aligned with the user experience.
Sales & User Onboarding Content:
- Create content designed to onboard users effectively and drive sales. Develop compelling narratives that engage potential customers and encourage them to take action.
Innovative & Critical Thinking:
- Bring new ideas and innovative approaches to content creation and brand communication. Continuously seek out creative solutions to position The Company as a top player in the industry.
Requirements
Experience:
- At least 5 years of experience in copywriting, communications, marketing, and product writing, with a proven track record in developing successful content and communication strategies.
Copywriting Expertise:
- Deep knowledge and expertise in all aspects of copywriting, including marketing, product, PR, brand storytelling, and user engagement. Ability to craft content that drives virality and increases sales.
Communications Management:
- Strong experience in managing corporate communications, PR strategies, and media relations. Ability to lead communication efforts that drive brand awareness and company growth.
Marketing & Product Knowledge:
- Proven experience in creating content for product launches, user onboarding, and sales campaigns. Ability to align content strategy with marketing goals and product development.
Brand Storytelling:
- Exceptional storytelling skills with the ability to craft a compelling narrative that resonates with users and positions the brand as an industry leader.
Creative & Disruptive Thinker:
- Ability to think outside the box and create unconventional content that goes viral. Experience in driving content-based marketing campaigns that generate significant buzz.
Attention to Detail:
- High level of attention to detail to ensure all content is error-free, accurate, and aligned with the Company’s brand voice and standards.
Collaboration & Leadership:
- Strong leadership and team collaboration skills. Ability to work with multiple departments to ensure content and communication strategies align with business objectives.
go to method of application »
Gmail
Yahoomail