Technical support specialist (for End users) must be familiar with and follow the processes and guidelines specified in this article.
General information topics:
HR department prepared the Introductory topics covering general information for new joiners;
Customer journey map. Understand the whole customer experience journey in Ruptela. What interactions and roles departments in Ruptela have, via what channels;
Customer service guide. All employees are expected to know the guidelines of customer service well and always use them in daily work;
Operations-related topics:
The specialist must follow the guidelines specified in Best practices for Incident handling. It is the main document which specifies basic procedures and practices in incident/ticket solving. The specialist should be able to find the document quickly and refer to it in case the process is not clear.
Following and getting familiar with the email communication of significant changes and news in the company:
Must be read and understood as soon as received (within 1-2 hours):
TrustTrack maintenance/release time information
Critical incident announcements/ information updates
GSM incident information from Mobile network service providers
Must be read and understood within 24 hours:
New/updated functionalities: Firmware releases, FW and SW new feature announcements, new products or services announcements
Business process changes
New instruction/know-how article release communication
Announcements of company events, achievements, changes in structure, etc.
Changes of SIM card/GSM connectivity suppliers.
Work processes in Technical support. Know and understand the basic work processes in Tech support: Incident, Request, Consultation, Complaint, etc.;
Service level agreement. Know what are our SLAs for Standard and Target Customers, they mainly depend on the impact and priority of the solution affected.
Understand what information can be shared with the clients and what is considered to be confidential information.
External documentation website is the main documentation base for external use, all clients can access it. Know what information and documentation can be found here. Understand the usage cases of Documentation for End-user clients;
Sometimes additional help shall be needed on extraordinary and difficult cases. Understand the procedure on How to reach Global End-Users Support team.