...
For simple user questions or problems that are based in user error, provide prompt and polite answers directly and/or through linking user to Confluence article(s).
Add tags to chats:
- Add a minimum of 1 platform area and 1 resolution type to each chat
- Add the tags at any time in the chat, as soon as the topic is clear, so that in case the chat is cut off by the customer the tag is still attached to the chat
https://docs.google.com/spreadsheets/d/1SoJZpqHKIz2LHjXvbb3gzh_ryH4uPrYKEZV_SWbAk3Q/edit#gid=0
If question is more in-depth, acquire complete information from customer (details of technical issue or full information on requested configuration change such as spec sheet for new equipment), let the customer know you will create a ticket for their issue and that someone will follow up with them.
...
On support at the following times
...
- Primary support is on PTO or Sick day
...
- Mariya, Tim, Quentin, Evelyn, Kira, Phil, Joe, Tyler
Support Schedule: https://docs.google.com/spreadsheets/d/1GAVgCNsxXcEXQIpapP0iCIKlCaIkWU2SthUPAHUOhq0/edit#gid=0On Call google calendar
Planned time out of queue (lunches/breaks, meetings, vacations)
...