What’s the process
We’re hiring
Taxes
Transfer me
These are random
100
True or False
We need to add CSS notes to a CL’s account after we remove their feedback due to the FL's TR perk
False
100
As of March 20, 2023, this payment option was removed from Direct Contracts.
ACH payments
100
Transactions related to withdrawals with this payment method will no longer appear on the Upwork 1099-K.
PayPal
100
Cases related to Blackmail, Coercion, Extortion, Vandalism, or similar harmful behavior to influence a response from another customer or as a means of Retaliation go to this Zendesk queue
Content_Engagement_Tier_1_TS425
100
The Total Earned listed on a freelancers public-facing profile is based on these two things.
Earnings as a freelancer and as part of an agency, if applicable.
200
What phone number should we share with a customer that states they’d like to speak to a live person over the phone?
While we may receive requests from customers asking to talk to someone on the phone, we want to avoid giving out our direct phone number. As all support team members are equally equipped to help our customers, our hope is that we can continue helping these customers in chat or ticket instead of directing them to phone support.
200
Under Project Shamrock, some HV freelancers will be given an exemption if they fall between this earnings range with their client
$9k to <$10k of earnings with a client
200
Marketplace clients in Mississippi, Rhode Island, Utah, & West Virginia are now paying this tax, if applicable, on the amount paid to the freelancer only. ZD category should be applied
Taxes > MFT
200
If a client reports that a freelancer seems to be not who they claim to be or anything else that just doesn’t seem right to them, we should reach out to this team
IRM_CX420 or #ask-irm
200
How many connects does it take for a freelancer to have their Availability badge?
7 connects
300
We should follow the redaction process whenever a customer submits this in a Zendesk ticket
CC number and/or files or images with a CC attached.
300
On this date, the BYO program will officially migrate to Any Hire and BYO contracts will convert to marketplace contracts.
June 30th, 2023
300
What would be the reasoning behind a client moving from one part of their state to another and their tax payment change?
Local jurisdictions, such as counties and cities, can also charge sales tax.
300
Who would need to contact if a freelancer reached out for a 1099 Reissue Requests?
You should reach out to a TL and they will contact the tax team in slack
300
How many freelancers can be boosted on a client’s proposal list?
Up to 4
400
What process should be taken if a client makes an hourly payment with the wrong card?
For Hourly contracts, advise CL to issue a bonus using the correct card first. Then, be sure to leave detailed internal notes on the ticket and approach your TL to process the refund.
400
How long does it take to migrate a BYO contract to Any Hire?
The “manual process” refers to a client closing their BYO contract and opening an Any Hire contract. This can take anywhere from 3-5 business days. Exact timing is dependent on how quickly the client enters information from one BYO contract to an Any Hire draft contract and how quickly the freelancer accepts their new Any Hire contracts.
400
If any customers reach out about this IRS change on the new tax-reporting requirements this ZD category should be applied
Taxes > US Tax Info Request
400
If a Client reaches out stating that there’s a payment method on their account that they did not add, we should reach out to this team
Account Security or #ask-account-security
400
New notification settings have been added to the Misc section of notifications for freelancers regarding this Upwork feature
Connects
500
Name all 6 of the low risk qualifies for managing login troubles
Is email on profile same as current contact email? Location inconsistencies? (i.e. country changes)
Active hourly jobs/contracts?
Available funds on profile?
Have hiring/staffing/admin permissions for agency/company?
History of ATO? (See CSS notes from AS Team)
500
What are the 3 pricing structures for AnyHire (Independent Contractor, US Payroll, International Payroll)
Independent Contractor $49 per contractor / month + 3% processing fee
US Payroll $199/month plus 15.5% employer burden / month + 3% processing fee
International Payroll Client pays $799/month + 20-90% of earnings to cover taxes, benefits, etc + 3% processing fee
500
VAT tax collection will be expanding to these 6 countries by the end of April.
Kenya, Malaysia, Nigeria, Serbia, South Africa and Switzerland
500
If a client needs a new freelancer because their talent was impacted by a crisis-related concern, CS should reach out to this team
Upwork Marketplace Talent Solutions Team or #ask-marketplace-talent-channel
500
This new Upwork feature, not to be confused with Upwork Agencies, allows up to 5 Top Rated freelancers to collaborate under one job post.
Team Proposals