Support Duties & Expectations

• If someone messages you directly on Teams, whether it’s a brand new level 1 technician, or Raj himself, you need to communicate with them as soon as you see their message. Even if it’s just to say that you’re busy and you’ll get back to them soon.

• Pay attention to @here pings in the Teams channels you participate in. If a supervisor makes a request for a technician to take a ticket, you are expected to respond and acknowledge the message with a reply.

• Keeping customers up to date on ticket status via phone or email. It is absolutely essential for our success as a business to make sure our customers are taken care of – customer service above all else.

• Internal emails from the support management team need to be acknowledged by every single agent. If you do not communicate that you have read and understood the content, expect a message from a manager asking why not with possible reprimand.

Level 1 Support

Level 1 agents are tasked with focusing on keeping our phones closely attended, while carefully identifying the problem presented by the customer to work it out quickly, or send it to the Level 2 team if it is taking a little longer than expected to fix. Duties include:

• Logging into Contivio to accept incoming calls

• Prioritizing incoming calls over the unassigned queue

• Identifying complex issues, to escalate to Level 2 Support

• Limiting time spent on calls to approximately twenty minutes, before escalating

Level 2 Support

Level 2 agents primarily take cases out of the unassigned queue, but are expected to take incoming calls if the queue is empty. In addition, they are to assist Level 1 technicians with any questions they may have or with cases they are escalating/have escalated. They of course also work on identifying possible bugs or problems that may need a more experienced tech, and escalate them to the Level 3 team. Duties include:

• Working on the unassigned queue, which includes tasks, call backs, and email replies

• Prioritizing the unassigned queue over incoming calls, but taking calls when the board is clear

• Mentoring Level 1 technicians by assisting them with questions they have and working with them on cases that they escalated

• Escalating serious issues and possible bugs to the Level 3 Support team

Level 3 Support

Level 3 agents are tasked with maintaining the Level 3 escalation cases, which more often than not includes bugs that have been submitted to the development team. They will for the most part not take incoming calls, but are expected to be a contact point for and actively reach out to customers who have been effected by bugs in our software. This means that they will keep track of cases that they themselves have submitted.

• Taking Level 3 escalation cases

• Focusing on creating high quality escalations

• Work with the development and QA teams and assist them with support-side requests

• Act as a contact point for customers they have worked with that are actively being effected by a bug

• Keeping track of escalation cases they have submitted, poking Dev if necessary, and making sure our customers are aware of where things stand.