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.