Ticket Handling
You realize in tickets that you’ve already manually typed a response on a certain subject 4x that day - your current iteration is awesome. What do you do?
Add and save the TXT you just typed right away to your pinned TXT extension list, jot down the letters you used on your memory aid post-it, and make a point of using the TXT for the remainder of the day/week as needed.
Where can I find the refund deadline timeframes for Adyen & StripeCC?
Adyen & StripeCC wiki pages.
What are the metric expectations for Care Specialist 1s?
90% Quality & 11 RpH.
What countries does StripeCC currently support?
Canada & US.
Where to we submit our PTO and Sick time requests?
Paylocity and Assembled for PTO.
Paylocity and the Sick time Google Form for Sick time
"Please let me know if that doesn't work." VS "If you run into any trouble, please describe it to me in detail so I can best understand the situation and help you as efficiently as I can."
Which is better to use?
It depends! Ha
The first one is great to use if your customer is also sending short, quick replies, and seems to be rather self-sufficient. This shows that you'll stick with them, but don't require a response if everything is working out for them now. The second one could be really helpful for a customer who may be running into more trouble, isn't very tech-savvy, and has been going back-and-forth with you for a while. This reassures them that you'll stick with them throughout the entire process, but prompts them to provide with more information in order to assist them better
What are the most efficient ways to get to the Wiki article you need? (Name 3)
Navigate the Wiki starting with the options listed on the Wiki's left side Search the proper keywords in the Wiki Start typing the name of the article into your Chrome browser bar Find and click the bookmark you have for that article
Share 3 ideas to improve on efficiency while in tickets.
(discuss with team).
When can we revert the funds from beneficiary to organizer on Adyen?
Only possible if funds have not transferred to the beneficiary account.
Can we refund all donors of 1057$ have been raised as an S1?
No, we would have to ask S2s by sending an Escalated support request.
Name 3 ticket situations in which we will need to leave an Essential Internal Note (IN).
Sensitive situation- User would like to be called by a different name from what is entered in the requestor box
Third party added to the conversation
Account verification proccess- User writing in from wrong email
Trouble shooting
Flagged account
PII send in Threasd
How do we identify & report a bug?
(Discuss with team).
List 3 things you think are important to remember/do when reviewing your Internal Quality ratings.
Review the rating
Review the comment
Review the ticket
Review the SOPs and IUs
Which payment processors can the Payments Risk Team help us with.
StripeCC & Adyen.
What is a Jira?
A ticket for the Product team to address a bug or technical problem (discuss with team).
Do you need to add a beneficiary to the ticket or have them write in from the account email in *all* situations? Why or why not?
No, only if their permission is needed. Check the Privacy and Security QRG
You work at 8am on Monday, and you see an email from your lead at 7:45am. They picked up a poorly handled EU from you and are asking you to review the Missing Withdrawal SOP to avoid that in the future. You're in tickets until 3pm. What's the *best* thing to do?
Reply at 8am to share that you've added the SOP link to your Project Time Guide and that you'll be able to review at 3pm
StripeCC- Daily (We cannot change it on our end)
In what year was GoFundMe as we know it, created?
2010
Please describe to me how and where you would respond to a document upload request?
(Discuss with group).
Please describe to me step by step on we upload a document for Adyen verification purposes.
(discuss steps with team).
What is the color of the sky?
Blue.
Please name how you would identify that there is a bad bank situation for both Adyen and Stripe.
Explain how you would know that the user's bank information has been successfully changed to a new banking account.
(Discuss with team)
Please describe the different requirements for each tier for account verification for Adyen users.
Tier 1
Tier 2
Tier 3
Tier 1-Add KYC & settlement - Users must add their KYC and settlement information.
Tier 2-KYC verification - Adyen performs KYC verification. User much send in a Identity Document.
Tier 3-Adyen performs bank account verification- User must send in a bank document.