Support Manual
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GiveWP.comGet SupportFacebookTwitter
  • Introduction
  • Duties of Support Technicians
  • Daily Routine
    • Mental Energy Kick-off
    • Low-Hanging Fruit/Fire Patrol
    • Unassigned versus Assigned
    • Creating and Contributing to Product Feedback
    • #QueueHealthHabits
    • Decompress Time
  • Principles of Providing Excellent Support
    • Frictionless Support
    • Knowing the Product
    • Providing an Effective First Response
    • Getting to Resolution
    • Communicating Effectively (aka the "Tone Guide")
  • Communicating as a Team
    • Team Roles
    • Using Slack
    • Weekly Meetings
  • Documentation
    • Docs Responsibilities for all Support Technicians
    • Responsibilities for the Docs Project Manager
    • Writing Online Docs
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