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 know the refund deadline timeframe for Adyen & StripeCC?
Adyen & StripeCC wiki pages.
What are the metric expectations for Agent 1s?
90% Quality & 11 RpH.
Can we reach out to Adyen to ask to review a document within 12 hours.
No, unless it's a paper document or something non-ID like a marriage certificate.
Where do we log over time & PTO/time off?
Paylocity
"Please let me know if that doesn't work." VS "If you hit 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).
Where is StripeCC available at the moment?
Canada & US.
Can we refund all donors of 1057$ have been raised as an A1?
No, gotta ask A2s and up in the Escalated room.
What are the important items to add in INs for HelpChat and Esc tickets for example? (List 4).
- Names
- Emails
- UIDs
- Fundraiser link(s)
- Summary of research/Steps taken
- Screenshots (if necessary)
- Questions on what's missing from SOPs
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 really need to add a beneficiary to the ticket or get a user to write in from the account email in *all* situations? Why or why not? How can you handle it if not?
No, only if their permission is needed. We can check the safety list.
How do we identify bad bank situation on Adyen and StripeCC?
(discuss with team).
You work at 8am on Monday, and you see an email from your lead at 7:45. 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 in yellow to review at 3pm
Can € accounts set up withdrawals in Belgium with an Adyen payment account?
Nope.
When was Céline Dion born?
30 March 1968
Describe the difference between My Tickets, Tier 1, Tier 2, and Tier 0.
(Discuss with group).
How do we upload a doc for Adyen verification purposes.
(discuss steps with team).
What is the color of the sky?
Blue.
When can we revert from beneficiary to organizer on Adyen?
Only possible if funds have not transferred yet.
What are the 3 Unforgivable Curses in Harry Potter?
Avada Kedavra.
Crucio.
Imperio.