Having wrapped up my Happiness Rotation on Wednesday it will be a good time to get my feedback posted. I started my rotation on 8 June along with bob.
bob kicked off out first session and we started getting acquainted with the training material. I enjoyed the self paced nature, and found I had to keep my self on track with the endless links that can be followed and masses of information just waiting to be consumed. The training videos were also very informative, I just wish I had discovered the 'HD' option on the videos earlier :-)
Kayako
Before I knew it @darnelldibbles had me working tickets on day two. Having worked some Support in the past I felt fairly comfortable in the ticket queues. Prior to my Support rotation I did not have much …show more content…
I very quickly set myself a couple of test sites up and when a user reported and issue or asked how to do something that I did not know I would replicate it on a test site and then pass the solution on to the user.
Trying not to "cherry pick" tickets for the first week I set my self a rule that I must take a ticket with the first five, those that I passed over, I made a note of the ticket and followed up later to see how the ticket was handled. Week two, it oldest ticket first, take it and work it. I encountered a couple of tickets that I had no absolutely no idea how to do what the user was asking. I would set those tickets aside, and in the evenings mock it up my tests sites and figured it out. I found this knowledge gained really came in use during live chat, when user would expect answers right away.
I found https://en.support.wordpress.com/ to be more helpful than Google. I was amazed by the amount of information contained on our help pages and probably used it as a resource for 95% of the tickets that I …show more content…
At first I was a little nervous heading into the live chat, but soon realized that it was not all that bad and was enjoying the live interactions with our users. With live chat I also found that it was easier to turn a unhappy or frustrated user into a happy user compared to working with a user via a ticket.
Thank you to bob for her assistance with two domains issues that I encountered (here and
bob kicked off out first session and we started getting acquainted with the training material. I enjoyed the self paced nature, and found I had to keep my self on track with the endless links that can be followed and masses of information just waiting to be consumed. The training videos were also very informative, I just wish I had discovered the 'HD' option on the videos earlier :-)
Kayako
Before I knew it @darnelldibbles had me working tickets on day two. Having worked some Support in the past I felt fairly comfortable in the ticket queues. Prior to my Support rotation I did not have much …show more content…
I very quickly set myself a couple of test sites up and when a user reported and issue or asked how to do something that I did not know I would replicate it on a test site and then pass the solution on to the user.
Trying not to "cherry pick" tickets for the first week I set my self a rule that I must take a ticket with the first five, those that I passed over, I made a note of the ticket and followed up later to see how the ticket was handled. Week two, it oldest ticket first, take it and work it. I encountered a couple of tickets that I had no absolutely no idea how to do what the user was asking. I would set those tickets aside, and in the evenings mock it up my tests sites and figured it out. I found this knowledge gained really came in use during live chat, when user would expect answers right away.
I found https://en.support.wordpress.com/ to be more helpful than Google. I was amazed by the amount of information contained on our help pages and probably used it as a resource for 95% of the tickets that I …show more content…
At first I was a little nervous heading into the live chat, but soon realized that it was not all that bad and was enjoying the live interactions with our users. With live chat I also found that it was easier to turn a unhappy or frustrated user into a happy user compared to working with a user via a ticket.
Thank you to bob for her assistance with two domains issues that I encountered (here and