Daily Documents

At the beginning of each work day, a support tech should have the following webpages open on your computer:

• Gmail - Your HotSauce Gmail account to answer emails and voicemails.

• Support List - List of HotSauce merchants and services we provide them. Links to merchants sugar page. For more information on how to use the support list, go to this link.

• Sugar - Website for support techs to log cases and find information on merchants. For more information on how to use sugar, go to this link. 

• Google Voice - Our service to receive texts from merchants looking for support. For login credentials, go to this link. 

• Google Calender - Tracks merchant appointments, on-sites requests, company meetings, and PTO for all support members.

• Support Hangout Call - Support's virtual office. We expect everyone to be on this call at all times while working. This is also a space for us to interact regardless of location. Greet everyone when you come in for work, ask Craig to draw you a portrait, have Jay sing you a birthday song!

• Support Callback Queue - Running list of merchants that expect calls back as soon as we are able to. 

These are the programs and tools we use to troubleshoot client issues. Please have these installed and ready to use each day:

• TeamViewer 12 - Our main software to remote log in to merchant systems. For an installation and use guide, go to this link.

• Anydesk - Our backup software to remote log in to merchant systems. For an installation and use guide, go to this link.

• Softphone - For our remote agents. This software allows you to take support calls.