OPERATIONAL INTELLIGENCE ADMINISTRATOR
Smollan
2026/06/21   Gauteng

Job Ref #: SM-7445
Industry: FMCG
Job Type: Contract
Positions Available: 1
At Smollan, we’re on an evolutionary journey where we’re shifting our story. We’re looking for truly unique people who believe in fostering a diverse and inclusive environment. Where our people are cared for, happy and inspired in building an extraordinary place to work.
Job Description

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
Job 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