Operations Agent

Ignition Group; Durban; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A technology services company in Durban, South Africa seeks a User Support Specialist to address user inquiries, perform ad moderation, and manage community risk escalations. The role requires effective communication and technical troubleshooting abilities, ensuring user safety and satisfaction while collaborating with team members. This position provides a dynamic environment for individuals passionate about user support and community management.

Responsibilities

• Respond to a high volume of inquiries via email and live chat.
• Assist users with a wide range of requests and queries.
• Troubleshoot technical issues encountered by users.
• Perform ad moderation duties to ensure user safety on the platform.
• Assist with paid client vetting, onboarding, and other ad hoc requests.
• Handle community risk escalations such as predators, suicide, and threats.
• Ensure compliance and reflect the voice of the business through communication.
• Participate in team meetings.
• Provide feedback to supervisors and the business team.
• Review quality assurance feedback provided by supervisors and team leads.

Job description

User Support

• Respond to a high volume of inquiries via email and live chat.
• Assist users with a wide range of requests and queries.
• Troubleshoot technical issues encountered by users.

Ad Moderation

• Perform ad moderation duties to ensure user safety on the platform.
• Assist with paid client vetting, onboarding, and other ad hoc requests.

Risk Management

• Handle community risk escalations such as predators, suicide, and threats.
• Ensure compliance and reflect the voice of the business through communication.

Team Collaboration

• Participate in team meetings.
• Provide feedback to supervisors and the business team.
• Review quality assurance feedback provided by supervisors and team leads.