Staff:Trial Introduction
In This Guide: |
Congratulations!
You have successfully passed your trial interview and are now being considered for a support helper position. In this document we will outline some important things that you should know as a staff member.
First, and most important you must check out our account security page to properly secure your account. It is very important that you visit this page to take steps to prevent your account from being compromised. Your trial helper phase will last a minimum of One (1) Month but may take longer depending on you. After you finish your trial the Support Manager will make a evaluation on whether or not you have successfully passed your trial. If you have not successfully passed your trial you must wait Six (6) Months to (re)apply for a staff position.
Evaluation Factors
Some (but not necessarily all) of the factors that you will be evaluated on are as follows:
- Time spent in #support
- Knowledge of DareNET's IRC services (services-darenet) and server (ircd-darenet) software.
- Behavior in and out of #support and other network channels.
- Interaction with fellow staff members and users.
- Customer service skills.
Links
Here are some links that you need to read and understand as a support helper.
Support
You will learn to help people in #support. Please do NOT join #support until your trainer tell's you that it is OK to. As a trial helper it is highly unlikely you'll know how #support specifically operates, and therefore will be unable to efficiently or effectively help our users. Please do not help users in PM as a trial instead, help them in #support. Doing so may result in you being immediately dropped from your trial phase.
If you receive questions for things that you do not have access to, such as channel registrations, gather the information necessary and then /opnotice #support (also known as /wallchop) with what needs to be done. For example:
Say a user wants to register the channel #dn. You would ask the following questions: What does #dn stand for? What is the purpose of #dn? You can then check that they are authenticated (identified) to an account. If so, you can then /wallchop #support //cs register #dn coolnick123 | cs note #dn purpose Stands for DareNET - a chat channel for http://www.darenetiscool.com.
You will find that a lot of questions are for things such as "How do I register an account?" - With our online account registration page, this is very easy. Simply point the user to http://www.darenet.org/register or, if they have forgotten their account name, you can direct them to http://www.darenet.org/lostaccount and have them fill out the form.
As a trial you should NOT be using scripts in #support. You are there to learn the commands the best that you can and the best approach to helping users. You are not there to learn how to push buttons. However, using text aliases such as a greeting for #support, or pointing users to URLs, are fine. The generic rule is using a script in which contains pre-defined answers to users questions are forbidden and if you are found using them as a trial you will be immediately failed.
HelpServ
You have been granted access to HelpServ. You can use the features only while in the #support channel. Using HelpServ to help users is a great way to begin. Type /helpserv next to get the next request in line. Type /helpserv help for a full list of available commands.
If you find yourself alone in #support with no active support team members please use the page command on HelpServ. This is used by simply typing "/helpserv page Need help in #support, only me here!" or similar: if someone is active and available, they will join but sometimes you will have to deal with #support on your own. DO NOT ask in #DareNET for helpers to join. You can view your time in #support at any time by typing /helpserv stats.
