Hours of Operation: Monday-Friday, 9am-5pm
The morning opener is responsible for logging into the support channels, monitoring and resolving all incoming tickets until the primary support representative arrives. Consistent coverage must be maintained throughout the entire day. The primary support representative is responsible for ensuring all support channels are covered during breaks, lunch, or when they leave before the end of the day.To log into COS Zendesk:
1. Select the four-square icon in the top right corner and click "Chat".
2. In the top left, use the dropdown to set your status to "Online" to be available for live chats.
3. When a new chat request comes in, you will be notified. Click the "New Request" button in the bottom left to respond within 20-30 seconds.
4. Determine if the request is a Question (product inquiry) or an Incident (issue/problem). Gather all necessary information to resolve the issue.
5. If needed, buy time to find a solution by saying "That's a great question, please give me a few moments while I gather that information for you."
6. Answer the question or resolve the issue in a timely manner. If you cannot, escalate the ticket to a project manager.
7. Before ending the chat, ask if the customer needs any other assistance.
8. In Zendesk, open the ticket and mark it as "Solved".
9. At the end of your shift, change your status to "Invisible".
Maintain professional and detailed support throughout each customer interaction.