Staff:Trial Introduction
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== Congratulations! == | == Congratulations! == | ||
| - | You have successfully passed your trial interview and are now being considered for a support helper position. | + | 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. |
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| + | First, and most important you must check out our [[Staff:Account_Security|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 '''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 '''6 Months''' to (re)apply for a staff position. | ||
=== Evaluation Factors === | === Evaluation Factors === | ||
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# Time spent in #support | # Time spent in #support | ||
| - | # Knowledge of | + | # Knowledge of DareNET's IRC services (services-darenet) and server (ircd-darenet) software. |
# Behavior in and out of #support and other network channels. | # Behavior in and out of #support and other network channels. | ||
| - | # Interaction | + | # Interaction with fellow staff members and users. |
# Customer service skills. | # Customer service skills. | ||
Revision as of 06:35, 12 April 2010
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 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 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. The reasoning for this is that you do not know anything and therefor would be unable to efficiently or effectively help users. Please do not help users in PM as a trial instead, help them in #support.
If the questions are for things that you do not have access to such as a channel registration, gather the information necessary and then /opnotice #support with what needs to be done. Here is an example below.
A user wants to register a channel such as #dn so you would ask the following questions. What does #dn stand for? What is the purpose of #dn? You can then ask yourself are they authenticated to an account? If the answer is yes you can then /onotice #support //cs register #dn coolnick123 | cs note #dn purpose Stands for DareNET - a chat channel for http://www.darenetiscool.com.
Alot of questions are things such as "How do I register an account?" - With our online account registration page this is very easy. You would simply point them to http://www.darenet.org/register or, if they lost their account name you can then direct them to http://www.darenet.org/lostaccount and tell them to fill that out.
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 of helping users you are not there to learn how to push buttons. However, using text aliases such as a greeting for #support 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.
