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Team Tagline
About the role
Dotts Media House is Africa's leading digital marketing firm, using content, consulting and strategy to create campaigns, movements and stories that inspire change and socio-economic development. They help corporate, institutional and governance clients expand their reach across an increasingly progressive audience.
They are seeking a Tech Support Officer to provide user support across chat, email and support channels, assist with onboarding and platform navigation, troubleshoot account and platform issues, and maintain support documentation.
Required Skills
Preferred Skills
Similar Skills not Listed
Responsibilities
- 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.
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