Support Team

From BeVolunteer Wiki

This page has been moved to the the BeWelcome wiki and locked from further editing.
See BW Wiki: Support Team

Teams menu
(not in IE6)

Every day people will send emails to get information on our BeWelcome project. Members who have a problem with a feature / tool, will want to know how it works. Users will inform us about bugs, ask for a different text for a tool or suggest new features. Members might complain about the organization of the site, certain rules or other members or volunteers. People who found out about BeWelcome through friends or other sites, will want to know, what makes our site special or what is required to signup. Other members would like to give some postive feedback or share a nice experience they had through BeWelcome.

Many of these questions might be redundant with a good FAQs section. Not everybody, however, consults the FAQs when they have a problem, even if they should. Sometimes FAQs are not up-to-date, even if they should, and other times the exact question is not represented in the FAQs or the member does not understand the answer. Of course there are also many issues that require individual support anyway and it's very important, especially for a community like ours to have a personal touch when dealing with members' problems or suggestions.

All of these mails have to be taken care of. Answers need to be found, problems solved, apologies made for mistakes on our side. Angry members need to be calmed down in a friendly and polite way. Often we have to be in touch with other teams to find out about problems in the respective area and to pass on suggestions or feedback concerning their work.

Public page Workplace Discuss! Join!

[edit template]

Team coordination

[edit template]

Team

[edit template]

Info for new volunteers

What skills / knowledge do you need to help?

You should enjoy communicating with members by email and 'be good with words'. You should be fluent in English or have decent English skills and be able to offer one or two other languages (very much needed: Spanish). You should know your way around the site, but don't worry, there will be many more aspects that you will learn during your volunteer work, you only need to be willing to find out about some minor technical problems or some routines of other teams.

We will probably start by using a gmail account to answer the incoming mails, but in the long run we will use a technical solution that will allow us to be more efficient. You will need to have some stamina to come to terms with this solution, but you will enjoy a very efficient and satisfying way of dealing with members' problems.

How much time should you be able to spend on this task?

You should be willing to dedicate at least one hour per week to this task. It would be a good idea to spend some more time in the beginning, since you still have to learn how to use OTRS, the software we are using to answer feedbacks and mails. It is also advisable to work regularly since you will have a better overview of the current issues and how to deal with them. Of course you can take a break or cut down your volunteering later, but in the beginning one hour per week is a minimum.

Want to join?

Drop us a line in the application forum (registration only takes a minute) - Team Application

You are already a member of the team? - get latest information on the Support - workplace

[edit template]

Retrieved from "http://www.bevolunteer.org/wiki/Support_Team"