Task Overview

What: Handle and resolve customer support inquiries

When: Response within 4 hours, resolution within 24 hours

Who: Customer Success Assistant

Time Required: 15-45 minutes per ticket

Prerequisites

• [ ] Access to help desk system
• [ ] Knowledge base and FAQ documents
• [ ] Escalation procedures
• [ ] Response time SLA guidelines

Step-by-Step Process

1. Ticket triage (5 minutes)
   • Categorize by issue type and urgency
   • Assign priority level (High/Medium/Low)
   • Check customer history and account status
   • Identify if escalation is needed
2. Initial response (15 minutes)
   • Acknowledge receipt within 1 hour
   • Ask clarifying questions if needed
   • Provide immediate solutions for simple issues
   • Set expectations for resolution timeline
3. Investigation and resolution (15-30 minutes)
   • Research issue in knowledge base
   • Consult with technical team if needed
   • Test solutions before recommending
   • Document any new solutions found
4. Follow-up and closure (5 minutes)
   • Confirm resolution with customer
   • Update ticket with detailed notes
   • Add to knowledge base if new issue type
   • Send satisfaction survey

Quality Standards

• [ ] Professional, empathetic tone maintained
• [ ] Technical accuracy in all solutions
• [ ] Complete resolution before closing
• [ ] Customer satisfaction score 4.5/5+