anastasia
andrew
christina
eliza
georgia
julie
Mariko
renata
stePHanie
tata
thaleia
xenia
Engaging courses
Assignments
24/7 Support
What does the Support Team do?
- We care for our customers.
- Always assume you are the person responsible for ensuring success for the customer.
- When a customer experiences trouble or downtime, take action immediately.
- We treat our customers equal regardless of how much they are paying us.
3. Ensure all resources needed are on the case for customers early.
As members of the support team, we are the first to interact with someone when they have a problem or question. As such, it is up to us to represent the company and make sure we present ourselves properly. Therefore we are expected to:
- Always be friendly and respectful.
- Be open to new ideas and points of view.
- Be OK if you don't know something. You can always ask someone else in the supportsquad-questions.
- Be comfortable saying no to a customer (but try to suggest a workaround and add it as a feature request).
Our role within LearnWorlds
The Support team is part of the Customer Success Team.
Among our our responsibilities is to research, troubleshoot and gather information needed to solve customer issues, write and maintaining knowledge base articles & resources, forward any bugs or technical issues to our QA or Dev team and work with them until issue is fixed.
We work along with or Product Team by using the knowledge gained from interacting with our customers to make our products or docs better, we solve problems before they become one. This reduces support case load while increasing efficiency for the wider LearnWorlds organization.
Among our our responsibilities is to research, troubleshoot and gather information needed to solve customer issues, write and maintaining knowledge base articles & resources, forward any bugs or technical issues to our QA or Dev team and work with them until issue is fixed.
We work along with or Product Team by using the knowledge gained from interacting with our customers to make our products or docs better, we solve problems before they become one. This reduces support case load while increasing efficiency for the wider LearnWorlds organization.
How we measure our performance
We use Key Performance Indicators (KPIs) to keep track of how well our team is doing. The KPI measurements can be found under the Reports tab in Freshdesk.
Our KPIs include indicators for the tickets, chats, calls and customer satisfaction surveys along with the development and maintenance of our knowledge base and resources.
Our KPIs include indicators for the tickets, chats, calls and customer satisfaction surveys along with the development and maintenance of our knowledge base and resources.
We review these KPIs in the Support Squad monthly meeting.
Communications & meetings
Our meetings are daily and monthly and are hosted in Zoom.
Special or flash meetings may also happen, so, we always check the common channels for any relevant thread. Recorded meetings are also added in the Support Meetings.
Our main communication channel is Slack. We can contact each team in the appropriate channel. Inbox is also available in the app, however, any relevant to our cases communication should take place in the public channels in order all of us to be able to track each case's history and comments.
The emails is also a way of communication. We mostly use it to check our tickets' notifications, receive meeting's invitations and important announcements. We daily check them to keep ourselves updated.
- The daily meetings take place at 09:00 and 17:00. The shifts that start until 09:00 attend the morning meeting and the shifts that start afterwards attend the evening one. In the daily meetings we discuss of our new announcements and daily tasks may happen.
- The monthly meeting take place at the second Tuesday of every month at ???. On this day, the shifts change accordingly so all the team to attend. In the monthly meetings we present the performance of the team for the previous month, the goals for the current one and discuss about important topics.
Special or flash meetings may also happen, so, we always check the common channels for any relevant thread. Recorded meetings are also added in the Support Meetings.
Our main communication channel is Slack. We can contact each team in the appropriate channel. Inbox is also available in the app, however, any relevant to our cases communication should take place in the public channels in order all of us to be able to track each case's history and comments.
The emails is also a way of communication. We mostly use it to check our tickets' notifications, receive meeting's invitations and important announcements. We daily check them to keep ourselves updated.
Our shifts
On weekdays, our shifts are:
06:00-14:00
07:00-15:00
12:00-20:00
15:00-23:00
17:00-01:00
On weekends, our shifts are:
08:00-16:00
13:00-21:00
06:00-14:00
07:00-15:00
12:00-20:00
15:00-23:00
17:00-01:00
On weekends, our shifts are:
08:00-16:00
13:00-21:00
Onboarding process
Phase A: Academy course (5-8 days)
The new team member joins our Support Academy and the onboarding course. Through the course, the agent studies our platform, learns our features, plans, company's philosophy, frequent cases and completes relevant tasks.
Phase B: Shadowing (5 days)
Once the onboarding course is completed, the agent attends the on-the-job training through screen-sharing with another agent.
Phase C: Reply to basic tickets
The agent starts to reply to basic cases, by selecting support tickets from the available open in the queue.
The new team member joins our Support Academy and the onboarding course. Through the course, the agent studies our platform, learns our features, plans, company's philosophy, frequent cases and completes relevant tasks.
Phase B: Shadowing (5 days)
Once the onboarding course is completed, the agent attends the on-the-job training through screen-sharing with another agent.
Phase C: Reply to basic tickets
The agent starts to reply to basic cases, by selecting support tickets from the available open in the queue.
Phase D: Auto-assignment of tickets, Webinars, Chats & Calls
Once the agent gets the necessary experience, he starts using the automatic assignment of support tickets, chats and calls and also attends our webinars. Chats and calls are usually assigned in a second phase.
Once the agent gets the necessary experience, he starts using the automatic assignment of support tickets, chats and calls and also attends our webinars. Chats and calls are usually assigned in a second phase.
Time off policy
Due to the nature of our team in shifts, it's really important to request our days off on time and no later than....
The requests for our days off are forwarded to Julie Tsavdari. Once the request is approved, we also input our request in bob. (check with eleni)
For special kind of leaves or more information regarding each case or required documents, you can contact Eleni Kourmentza.
The requests for our days off are forwarded to Julie Tsavdari. Once the request is approved, we also input our request in bob. (check with eleni)
- Paid off leave
- Sick leave
- Wedding leave (5 days)
- Vote leave (up to 3 days depending on the distance)
- Study leave (up to 30 days)
- Maternity leave (for more information you can contact Eleni Kourmentza)
- Parent leave (up to 4 days)
- Bereavement leave (3 days)
- Military leave
For special kind of leaves or more information regarding each case or required documents, you can contact Eleni Kourmentza.
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