Administrator, Operations Intelligence

1 week ago


Johannesburg, Gauteng, South Africa Smollan Full time R250 000 - R400 000 per year

Job Summary:
We are looking for a hands-on, tech-savvy individual to support the launch of our software products. This person will play a critical role in onboarding early users, resolving app and portal-related issues, collecting feedback, and supporting field teams during the pilot phase. They will act as a bridge between users and the product team to ensure a smooth and effective rollout.

Key Responsibilities:

  • User Onboarding & Training:

  • Guide new users through setup, registration, and basic usage of the app and admin portal.

  • Conduct training sessions or demos as needed.

  • Troubleshooting & Support:

  • Provide timely, hands-on technical support to resolve user queries (in-app, admin portal, login issues, etc.).

  • Escalate complex technical issues to the engineering team when necessary.

  • Pilot Shadowing:

  • Work alongside users during their first interactions with the app to understand real-world challenges.

  • Observe and document user behaviors and pain points for the product team.

  • Feedback Collection:

  • Gather structured and unstructured feedback during onboarding and usage.

  • Submit weekly summaries of user challenges, bugs, and feature requests.

  • Documentation & Reporting:

  • Help maintain onboarding guides, FAQs, and support documentation.

  • Pull and share operational and commercial reports
  • Track support tickets or incidents and share trends with the project team.

Requirements:

  • Strong troubleshooting skills and technical comfort with mobile apps and admin portals.
  • Excellent interpersonal and communication skills.
  • Ability to explain tech concepts to non-technical users clearly and patiently.
  • Strong organizational skills and attention to detail.
  • Ability to work independently and in the field with minimal supervision.
  • Experience in customer support, training, or product rollout is a plus.
  • CompTIA A+ and CompTIA Network+

Preferred:

  • Experience supporting software pilots or MVP launches.
  • Familiarity with basic tools like Google Sheets, WhatsApp support, or simple ticketing systems.
  • Passion for improving user experiences and a proactive problem-solver mindset
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