Difference between revisions of "Support Agent"

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== Matrix bisq.chat support agents team ==
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The [[Matrix bisq.chat]] and Github handles for current support agents are as follows:
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{| class="wikitable"
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! Name !! Matrix !! Github
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|-
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| MnM || [https://matrix.to/#/@mwithm:matrix.org @mwithm:matrix.org] || [https://github.com/mwithm mwithm]
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|-
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| suddenwhipvapor || [https://matrix.to/#/@suddenwhipvapor:matrix.org @suddenwhipvapor:matrix.org] || [https://github.com/suddenwhipvapor suddenwhipvapor]
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|-
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| luis3672 || [https://matrix.to/#/@luis3672:matrix.org @luis3672:matrix.org] || [https://github.com/luis3672 luis3672]
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|-
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| darawhelan || [https://matrix.to/#/@darawhelan:matrix.org @darawhelan:matrix.org] || [https://github.com/darawhelan darawhelan]
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|-
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| strayorigin|| [https://matrix.to/#/@strayorigin:matrix.org @strayorigin:matrix.org] || [https://github.com/strayorigin strayorigin]
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|-
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| pazza83 || [https://matrix.to/#/@pazza83:matrix.org @pazza83:matrix.org] || [https://github.com/pazza83 pazza83]
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|-
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| leo816 || [https://matrix.to/#/@leo816:matrix.org @leo816:matrix.org] || [https://github.com/leo816 leo816]
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|}
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Please check when speaking to a Bisq support agent that '''both''' their name and their domain extension matches the above.
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__TOC__
 
__TOC__
  
 
==Requirements==
 
==Requirements==
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What makes a great support agent?
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* You're a Bisq user. You understand how to use it well enough to help others.
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* You can be available for 10 hours or more per week to handle support cases.
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* You're familiar with the existing [[Docs]] and [[Support_Agent_Knowledge_Base | Knowledge Base]] articles.
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If you're interested in becoming a support agent, see the [[#Internship]] section below.
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==Infrastructure==
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Includes all of [[Support Team#Infrastructure]], plus the following:
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=== Coverage calendar ===
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The coverage calendar tracks shifts for each support agent, with the goal of achieving 24/7 coverage.
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* [https://calendar.google.com/calendar/embed?src=u4eea6bffk10b76l2cmb86eqqc%40group.calendar.google.com&ctz=Europe%2FVienna Public HTML]
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* [https://calendar.google.com/calendar/ical/u4eea6bffk10b76l2cmb86eqqc%40group.calendar.google.com/public/basic.ics iCal File]
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* [https://calendar.google.com/calendar?cid=dTRlZWE2YmZmazEwYjc2bDJjbWI4NmVxcWNAZ3JvdXAuY2FsZW5kYXIuZ29vZ2xlLmNvbQ Google Calendar] (login required)
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===GitHub team===
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* [https://github.com/orgs/bisq-network/teams/support-agents @bisq-network/support-agents] (includes l1, l2 and intern subteams)
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===Role issue===
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* [https://github.com/bisq-network/roles/issues/64 L1 Support Agent #64]
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==Duties==
 
==Duties==
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===Handle support cases===
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If unable to solve the trade successfully you must gather the appropriate data before contacting a developer.
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Required data to request support from '''developers''':
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* Create a directory with the trade ID as name
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* Add a short description in a plain text file of the problem/bug. Use BTC buyer/BTC seller if you refer to any trader. Ask user when the issue happened so its easier to find the issue in the logs.
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* Ask them if they have done anything non-standard or had past issues.
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* Add all available trade tx IDs of both traders as plain text to the report.
 +
* Get a screenshot of the trade details window (click on trade ID). Tell users to only blur out the payment account details but not the tx IDs or other data. There is no relevant privacy issue with exposing trade ID, tx IDs or onion address.
 +
* Add a screenshot from the mediators dispute details window. The contract as json data is not required initially and only needed if the dev requests it. The payment account data in the json file should be removed before handing over to a dev to protect traders privacy.
 +
* Get all log files from both users (at Account/Backup there is a button for opening the data dir) - its up to 11 files.
 +
* Put all logs from one user into a directory named buyer and seller
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* Add a screenshot of both traders first chat message (system message containing data like version number/OS,...)
 +
* If there have been any error/warning popups request a screenshot of that as well.
 +
* Zip all and send it on Matrix chat as PM to a dev who has committed to work on it. Avoid adding it to the support channel as then nobody will feel responsible to work on it.
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===Keep the coverage calendar up to date===
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 +
===Submit regular cycle reports===
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Bisq Github roles page is the [https://github.com/bisq-network/roles/issues/64 place] to submit reports for every Bisq DAO Cycle.
 +
 
==Rights==
 
==Rights==
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* Writer access to the <code>Support - Private</code> Matrix room
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* [https://help.github.com/en/github/setting-up-and-managing-organizations-and-teams/repository-permission-levels-for-an-organization#repository-access-for-each-permission-level Triage] access to [[Support Team#Repositories]]
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* Edit access to the [[#Coverage Calendar]]
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* Create com
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==Policies==
 
==Policies==
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===Time to response===
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If you are on duty, it's your job to respond as promptly as possible to incoming user requests. The goal is to respond to all support inquiries in the <code>#support</code> channel within 1 hour of being asked and preferably much faster. This initial response need not actually ''resolve'' the user's issue, it is merely letting the user know that you've heard their question and that you'll be their primary support agent for this case.
 +
 +
===Sensitive user data===
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Often support agents will need to ask users to share their logs with you or specific information about their offer or trade, such as trade ID, trade amounts, etc. This data should not be shared in any public channel and should be destroyed one month after the case is closed. Note that any such information that shared in the <code>bisq.support</code> subteam is automatically destroyed after 30 days.
 +
 
==Processes==
 
==Processes==
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 +
===Internship===
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Prospective support agents are asked to go through an internship process that lasts one DAO cycle (approximately one month). During this period, you'll perform the [[#Duties|duties]] of a support agent, but your contributions won't be eligible for compensation. This gives you a chance to get to know the ropes and for all parties involved to determine whether a support agent role is a good fit for you.
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# Indicate in the <code>#support</code> channel that you're interested in interning as a Support Agent.
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#* Say a bit about yourself and why you're interested in doing this work
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#* Mention what days and times you'll be available to do this work
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# The [[Support Team Lead]] will then:
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#* Add you to the [https://github.com/orgs/bisq-network/teams/intern-support-agents @bisq-network/intern-support-agents] team
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#* Add your requested shifts to the support coverage calendar
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#* Announce your internship:
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#** with a message to the larger [https://github.com/orgs/bisq-network/teams/support @bisq-network/support] team
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#** with a message in the <code>#support</code> channel
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# After one full cycle of interning
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#* Submit a [[Proposals|proposal]] to be added to the [https://github.com/orgs/bisq-network/teams/l1-support-agents @bisq-network/l1-support-agents] team
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#* If your proposal is approved, the support team lead will promote you as per the process below.
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===Using the coverage calendar===
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===Case tracking===
 +
 +
===Escalation===
 +
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===Reporting===
 +
 +
===Compensation===
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* Compensation Requests for L1 Support Agents have been established at a rate of 600 USD per cycle.
 +
* This USD amount is not tied to a number of hours but it does require for the contributor to work at least 10 hours per week to be eligible.
 +
* It is a fixed rate for all Support Agents and bonuses may apply when properly justified.
 +
* Increase in any compensation amounts will be agreed through consensus by the Support Team and Support Team Lead.
 +
  
 
[[Category:Roles]]
 
[[Category:Roles]]

Latest revision as of 19:34, 15 July 2024

Matrix bisq.chat support agents team

The Matrix bisq.chat and Github handles for current support agents are as follows:

Name Matrix Github
MnM @mwithm:matrix.org mwithm
suddenwhipvapor @suddenwhipvapor:matrix.org suddenwhipvapor
luis3672 @luis3672:matrix.org luis3672
darawhelan @darawhelan:matrix.org darawhelan
strayorigin @strayorigin:matrix.org strayorigin
pazza83 @pazza83:matrix.org pazza83
leo816 @leo816:matrix.org leo816

Please check when speaking to a Bisq support agent that both their name and their domain extension matches the above.

Requirements

What makes a great support agent?

  • You're a Bisq user. You understand how to use it well enough to help others.
  • You can be available for 10 hours or more per week to handle support cases.
  • You're familiar with the existing Docs and Knowledge Base articles.

If you're interested in becoming a support agent, see the #Internship section below.

Infrastructure

Includes all of Support Team#Infrastructure, plus the following:

Coverage calendar

The coverage calendar tracks shifts for each support agent, with the goal of achieving 24/7 coverage.

GitHub team

Role issue

Duties

Handle support cases

If unable to solve the trade successfully you must gather the appropriate data before contacting a developer.

Required data to request support from developers:

  • Create a directory with the trade ID as name
  • Add a short description in a plain text file of the problem/bug. Use BTC buyer/BTC seller if you refer to any trader. Ask user when the issue happened so its easier to find the issue in the logs.
  • Ask them if they have done anything non-standard or had past issues.
  • Add all available trade tx IDs of both traders as plain text to the report.
  • Get a screenshot of the trade details window (click on trade ID). Tell users to only blur out the payment account details but not the tx IDs or other data. There is no relevant privacy issue with exposing trade ID, tx IDs or onion address.
  • Add a screenshot from the mediators dispute details window. The contract as json data is not required initially and only needed if the dev requests it. The payment account data in the json file should be removed before handing over to a dev to protect traders privacy.
  • Get all log files from both users (at Account/Backup there is a button for opening the data dir) - its up to 11 files.
  • Put all logs from one user into a directory named buyer and seller
  • Add a screenshot of both traders first chat message (system message containing data like version number/OS,...)
  • If there have been any error/warning popups request a screenshot of that as well.
  • Zip all and send it on Matrix chat as PM to a dev who has committed to work on it. Avoid adding it to the support channel as then nobody will feel responsible to work on it.

Keep the coverage calendar up to date

Submit regular cycle reports

Bisq Github roles page is the place to submit reports for every Bisq DAO Cycle.

Rights


Policies

Time to response

If you are on duty, it's your job to respond as promptly as possible to incoming user requests. The goal is to respond to all support inquiries in the #support channel within 1 hour of being asked and preferably much faster. This initial response need not actually resolve the user's issue, it is merely letting the user know that you've heard their question and that you'll be their primary support agent for this case.

Sensitive user data

Often support agents will need to ask users to share their logs with you or specific information about their offer or trade, such as trade ID, trade amounts, etc. This data should not be shared in any public channel and should be destroyed one month after the case is closed. Note that any such information that shared in the bisq.support subteam is automatically destroyed after 30 days.

Processes

Internship

Prospective support agents are asked to go through an internship process that lasts one DAO cycle (approximately one month). During this period, you'll perform the duties of a support agent, but your contributions won't be eligible for compensation. This gives you a chance to get to know the ropes and for all parties involved to determine whether a support agent role is a good fit for you.

  1. Indicate in the #support channel that you're interested in interning as a Support Agent.
    • Say a bit about yourself and why you're interested in doing this work
    • Mention what days and times you'll be available to do this work
  2. The Support Team Lead will then:
  3. After one full cycle of interning

Using the coverage calendar

Case tracking

Escalation

Reporting

Compensation

  • Compensation Requests for L1 Support Agents have been established at a rate of 600 USD per cycle.
  • This USD amount is not tied to a number of hours but it does require for the contributor to work at least 10 hours per week to be eligible.
  • It is a fixed rate for all Support Agents and bonuses may apply when properly justified.
  • Increase in any compensation amounts will be agreed through consensus by the Support Team and Support Team Lead.
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