Difference between revisions of "Support Agent"
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==Requirements== | ==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 field user requests. | ||
| + | * You're familiar with the existing [[Docs]] and [[Knowledge Base]] articles. | ||
| + | |||
| + | If you're interested in becoming a support agent, see the [[#Interning: How to become a support agent|#Interning]] section below. | ||
| + | |||
==Infrastructure== | ==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. | ||
| + | |||
| + | * [https://calendar.google.com/calendar/embed?src=u4eea6bffk10b76l2cmb86eqqc%40group.calendar.google.com&ctz=Europe%2FVienna Public HTML] | ||
| + | * [https://calendar.google.com/calendar/ical/u4eea6bffk10b76l2cmb86eqqc%40group.calendar.google.com/public/basic.ics iCal File] | ||
| + | * [https://calendar.google.com/calendar?cid=dTRlZWE2YmZmazEwYjc2bDJjbWI4NmVxcWNAZ3JvdXAuY2FsZW5kYXIuZ29vZ2xlLmNvbQ Google Calendar] (login required) | ||
| + | |||
===GitHub Team=== | ===GitHub Team=== | ||
| + | |||
[https://github.com/orgs/bisq-network/teams/support-agents @bisq-network/support-agents] | [https://github.com/orgs/bisq-network/teams/support-agents @bisq-network/support-agents] | ||
| + | |||
===Role Issue=== | ===Role Issue=== | ||
| + | |||
https://github.com/bisq-network/roles/issues/64 | https://github.com/bisq-network/roles/issues/64 | ||
| + | |||
==Duties== | ==Duties== | ||
| + | |||
| + | ===Keep the coverage calendar up to date=== | ||
| + | |||
| + | ===Handle support cases=== | ||
| + | |||
| + | ===Submit regular cycle reports=== | ||
| + | |||
==Rights== | ==Rights== | ||
| + | |||
| + | * Writer access to the <code>bisq.support</code> Keybase subteam | ||
| + | * [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]] | ||
| + | * Edit access to the [[#Coverage Calendar]] | ||
| + | |||
| + | |||
==Policies== | ==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 <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=== | ||
| + | |||
| + | 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== | ||
| + | |||
| + | ===Interning: How to become a support agent=== | ||
| + | |||
| + | 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. | ||
| + | |||
| + | # Indicate in the <code>#support</code> 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 | ||
| + | # The [[Support Team Lead]] will then: | ||
| + | #* Add you to the [https://github.com/orgs/bisq-network/teams/support-agent-interns @bisq-network/support-agent-interns] team | ||
| + | #* Add your requested shifts to the support coverage calendar | ||
| + | # After one full cycle of interning | ||
| + | #* Submit a [[Proposals|proposal]] to be added to the [https://github.com/orgs/bisq-network/teams/support-agents @bisq-network/support-agents] team | ||
| + | #* If your proposal is approved, the support team lead will promote you as per the process below. | ||
[[Category:Roles]] | [[Category:Roles]] | ||
Revision as of 15:55, 5 February 2020
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 field user requests.
- You're familiar with the existing Docs and Knowledge Base articles.
If you're interested in becoming a support agent, see the #Interning 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.
- Public HTML
- iCal File
- Google Calendar (login required)
GitHub Team
Role Issue
https://github.com/bisq-network/roles/issues/64
Duties
Keep the coverage calendar up to date
Handle support cases
Submit regular cycle reports
Rights
- Writer access to the
bisq.supportKeybase subteam - Triage access to Support Team#Repositories
- Edit access to the #Coverage Calendar
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
Interning: How to become a support agent
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.
- Indicate in the
#supportchannel 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
- The Support Team Lead will then:
- Add you to the @bisq-network/support-agent-interns team
- Add your requested shifts to the support coverage calendar
- After one full cycle of interning
- Submit a proposal to be added to the @bisq-network/support-agents team
- If your proposal is approved, the support team lead will promote you as per the process below.
