SayPro Job Description Addendum: Support Coordination and Issue Resolution
Responsibility Title:
Support Liaison – Troubleshooting & System Updates
Objective:
Facilitate smooth communication and resolution of technical issues by coordinating directly with the SayPro Support Team for troubleshooting, platform updates, and user experience improvements.
🔹 Key Responsibilities:
- Identify and report technical issues encountered on the SayPro platform, especially within core tools like the SCRR-22 module, AI interfaces, or document upload systems.
- Log support requests using SayPro’s ticketing system or help desk portal with detailed issue descriptions, screenshots, and relevant timestamps.
- Coordinate with the SayPro Support Team to track resolution progress, apply recommended fixes, and ensure timely updates are implemented.
- Follow up on open support tickets to ensure issues are resolved within service-level agreements (SLAs).
- Test system updates or bug fixes when requested and report back results to the support team.
- Share support outcomes and updated procedures with relevant team members to improve platform usage and reduce recurring issues.
🔹 Common Support Scenarios:
| Scenario | Coordination Task |
|---|---|
| SCRR-22 module not loading | Report issue, provide browser/system info |
| File upload errors | Verify naming/format, escalate if unresolved |
| AI prompt interface crashing | Reproduce issue, collect logs, submit ticket |
| New feature roll-out | Request documentation, attend update briefings |
| Portal access problems | Assist team with login reset or permission requests |
🔹 Required Skills:
- Strong communication and problem-solving skills.
- Basic understanding of SayPro’s platform tools and structure.
- Ability to document and describe technical issues clearly and thoroughly.
- Organized and proactive in tracking ticket status and resolutions.
🔹 Best Practices:
- Always include screenshots, error messages, and steps to reproduce the issue.
- Prioritize urgent issues based on team impact and reporting deadlines.
- Maintain a local log of tickets submitted and outcomes for team reference.
- Stay updated on SayPro platform notices or scheduled maintenance.
🔹 Performance Metrics:
| Metric | Target |
|---|---|
| Ticket Response Time | ≤ 24 hours (initial response) |
| Issue Resolution Tracking | 100% documented |
| Communication Clarity | Feedback from support team |
| Team Knowledge Sharing | After every major issue/update |
🔹 Professional Growth Opportunities:
- Develop into a Platform Administrator or Technical Liaison role.
- Opportunity to join user feedback panels for SayPro feature testing.
- Recognition for improving workflow reliability and system knowledge.
Leave a Reply