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Introduction
Introduction
When a student encounters challenges or needs assistance, there are various avenues available to them. When they have an issue with Canvas or their course, they can go to their instructor. If they have questions about their gathering or need spiritual uplifting, their missionaries are there. Students go to their mentors for a wide variety of answers and support.
However, when students encounter challenges related to technology, questions about policies, or really any other inquiries, the Support team serves as the central hub for assistance. Our role is to address a wide range of student needs promptly and effectively. Whether it's troubleshooting technical issues, providing information on university policies, or offering guidance on various matters, the Support team is here to help. We aim to resolve student queries directly whenever possible. If the issue requires specialized assistance beyond our scope, we can escalate the matter to the appropriate team, guided by our knowledge base articles and protocols.
How we work with students
How we work with students
For the past year or so, students have primarily initiated the support process through their mentors, lacking direct access to support channels. However, starting in 2024, students will gain the ability to submit tickets directly to support via our bot interface. This marks a significant enhancement in accessibility and convenience for students seeking assistance. Moving forward throughout 2024 and 2025, we plan to introduce additional support options, including ticket submission through the student portal, live chat functionality, and phone support. As these options become available, we are committed to providing comprehensive training and guidance through your leadership, ensuring that our support team remains equipped to meet the evolving needs of our student community effectively.
This Training
This Training
In this training, we'll focus on supporting students through emails, tickets, and outgoing phone calls. You'll learn how to communicate effectively and help them with their questions or concerns using these methods. Plus, each week, you'll get more training from the training team or the ASAs. They'll keep you updated on new ways to support students, like chat or inbound calls. It's important to attend these extra trainings and ask questions whenever you need help.
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