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Roles and Responsibilities
Our team is organized into a tiered system in order to ensure that tasks are completed efficiently and assigned according to experience.
Identifying tiers
| Tier 1 (Student Pub) | Tier 2 (Student Lead) | Tier 3 (Staff) |
|---|---|---|
| Tyra | Gabe | Rye |
| Dale | Leah | |
| Bowen | ||
General workflow process
If a question arises in Tier 1, the member of Tier 1 asks other members of that same tier first to see if they have any insight, context, or answers. If not, the member will go to the person who assigned them the task and ask them. If the person who assigned them the task is not here right now, then they will go to a different person on Tier 2. If the answer cannot be found at this point, the Tier 1 member will ask a staff member.
Tier 1
Members of Tier 1 are the frontlines of phone support and crucial for ensuring that work is completed in a timely and efficient manner.
Responsibilities Accordion Closed
Responsibilities of a Tier 1 team member:
- First team members to answer phone calls
- Works on specific tasks/FogBugz cases assigned to them
- Manages cases in Fogbugz
- Creates phone call cases
- Writes clear and succinct case notes
- Assigns cases to other members when directed
- Knows when to resolve cases
- Communicates with clients frequently and provides updates on work performed (via Fogbugz or phone)
- Displays professionalism in written (including team messaging systems, such as Slack) and verbal communication
- Manages events submitted by clients in Active Calendar
- Proficiently uses WordPress and understand the impact changes made will have on the site
- Fixes issues in SiteImprove
Tier 2
Members of Tier 2 are entrusted with training other team members, given advanced access to systems, and involved with more complicated tasks.
Responsibilities Accordion Closed
Responsibilities of a Student Lead:
- All of the items listed under Tier 1
- Answers phone calls if no Tier 1 members are here
- Answers transferred phone calls (provide resolution for upset clients, provide further context on specific FogBugz cases and team processes)
- Gives clear directions for tasks to other pubs
- Understands broader timeline/tasks for team as a whole and for individual team members; sufficiently large tasks will be scoped by Rye when assigned
- Has enough knowledge about other systems used by our team in order to sufficiently answer clients’ and other pubs’ questions and use those systems proficiently (ex: SiteImprove, OnBase, Active Calendar)
- Writes and refines training documentation for systems used based on knowledge
- Manages training site creation, approval, and client communication
- Manages permissions for clients to WordPress and Active Calendar
- Comfortable with Excel
- Has knowledge of what tasks need to be escalated
- Understands delineation for WP between ITS and Marketing and their interaction
- Writes and refines entries for Pub Manual
- Schedules one-on-one phone and in-person meetings
- Understands the Team’s roles in support
- Trains other pubs (phone calls, SiteImprove, Active Calendar, guide through WP training)
- Notices breaches in workflow/processes and takes initiative to address or escalate them
- Manages tasks outside of Fogbugz (work that resulted from meetings, project members reaching out directly, verbal tasks assigned by Rye or Chad)
- Redistributes tasks as needed amongst team members, keeps an eye on workloads of other pubs
- Checks-in with other pubs frequently for questions, concerns, and roadblocks
- Runs training open labs independently
- Processes FogBugz inbox and appropriately assign cases out
- Schedules and holds 1-to-1 support meetings with clients