Bethany Mcgrew - "New" Support Team Member Start Here (Refresher)
module-name: "New Support Team Member Start Here"
area: "Customer Service"
maintainer:
- rspainhower
Introduction
Welcome to the Support Team, we are so excited that you've joined us!
As you work through this onboarding issue, remember that this issue is non-confidential and is public. Please do not add any confidential data such as customer names, logs, etc. to this issue. Linking to the appropriate Zendesk ticket is OK!
For the manager: Creating this Issue
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Create an issue using this template by making the Issue Title: - New Support Team Member Start Here -
Edit this issue's description to remove the irrelevant path based on the team member's role (engineer or manager). -
Add the team member and their Onboarding Buddy as the assignees. -
Set an initial due date 6 weeks from the start date. -
(APAC only) Invite the team member to the monthly Skip Level with the Senior Support Engineering Manager.
Goals of this Support Team Member Onboarding Issue
This Issue is an tracking issue with a checklist of all the Learning Modules that comprise Support-specific Onboarding. Keep this issue open until you complete all the Learning Modules for your role.
General Timeline and Expectations
- Read about our Support Onboarding process.
- Your Support Onboarding Buddy is your primary contact-person during your onboarding. They will schedule regular check-ins with you and will be able to guide you through your Onboarding Modules at least until your onboarding tasks have been completed. Once onboarding has finished, continued pairing with the Onboarding Buddy is always encouraged but at the support engineer's discretion.
Support Engineer onboarding pathway
Each of the modules listed below has an issue template in our Support Training project. To create your training issue, create a new issue using the links below, follow the instructions for the title, assign it to yourself, and save.
NOTE: When you instantiate one of the modules, replace the placeholder link below with a direct link to the new Issue ID.
It should take you approximately 6 weeks to complete all the modules that make up your onboarding pathway. It is expected that you will have more than one module open at any given time. For example, you will begin working on tickets partway through this process. Please refer to the Support Onboarding process.
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New Support Team Member Start Here (this issue) -
Git & GitLab Basics (I know this) -
Customer Service Skills (I know this) -
GitLab Support Basics ( #3648 (closed)) -
Zendesk Basics ( #3655 (closed)) -
Check off the following tasks when the modules are created. Completion is not required before closing this issue, and should be worked on in parallel and completed according to the expected timeline: -
Working on Tickets (create new issue) -
Documentation (create new issue) -
Speak with your manager and open the relevant modules for the chosen area of focus pathway.
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Final Steps, Onboarding Feedback & Documentation
Keeping our documentation and workflows up to date will ensure that all Support team members will be able to access and learn from the best practices of the past. Giving feedback about your onboarding experience will ensure that this document is always up to date, and those coming after you will have an easier time coming in.
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Schedule a call with your manager to discuss your onboarding issue or integrate this into your 1:1. Answer the following questions: - What was most helpful?
- What do you wish existed in your onboarding, but does not?
- In which areas do you still not feel confident?
- In which areas do you feel strong?
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Make an update to one or more Support training module templates to make it better and link them below. The files are located in an issue template in the support-training repository. Have a maintainer or manager review. - _________
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Set up your Calendly account -
Read about Gmail labels and how you can optimise your email inbox for better efficiency in our Handbook. Check for Search operators and how you can use them in your filter rules -
Consider joining the #spt_donut Slack channel if you want donut pairing with support team members. -
APAC only: Consider joining the #spt_donut-apac Slack channel if you want donut pairing with APAC support team members. -
APAC and EMEA only: Discuss with your manager about adding yourself to the Support Team Sync meeting rotation as Chair and Note-taker.