Who's Who
Team Lead Shift @9 AM to 3 PM
Who is Giancarlo Baradas
Number of Security Questions to be asked for Login Trouble
What is 7 AS
KB **User Login Trouble
We send ____ link to users to manually upload their documents
What is FIVS link
CS level Tech Support also called TA
What is Tech Army
New VPN
What is Zscaler
Team Lead Shift @6 PM to 3 AM
Who is Dom Laguda
If the user does not meet the 6 requirements in Low-Risk Handling, we send the ticket to _______.
What is Account Security Tier 1
KB **User Login Trouble
Color of ID Verification Badge
What is color Blue
KB ID Verification Badge –
Two Mobile OS supported by the Upwork Mobile App
What is iOS and Android
KB Troubleshoot Mobile App
Users can now submit this when their accounts get suspended
What is Suspension Appeal Form
KB Appealing an Account Suspension
Customer Support Manager, Freelancer and HV Freelancer Support, & WFM
Who is Yen Ponce de Leon
_ _ _ account is an account in which another person (not the Account Owner) has actually gained access to the AO’s account.
What is Account Take Over or ATO
KB **Account Takeover (ATO) / Hijacked Accounts
Category in ZD when there is a mismatch with the user's name in their payment method.
What is Bene Name Mismatch
KB **Bank Beneficiary Name Mismatch Process
The latest version of the desktop app can cache ___ hours at a time.
What is 24 hours
KB Troubleshoot Work Diary
_______________ is a library of information and resources that are available at any time, letting you explore and engage at your own pace. Officially launched on Thursday 6/2!
What is Upwork Academy
Director, Customer Support
Who is Michelle Appleberg
Two-step verification is also known as ___________ or 2FA
two-factor authetication
________ is a program developed by the U.S. Dept. of Treasury, as part of the U.S. Patriot Act.
What is KYC or Know Your Customer
KB Know Your Customer (KYC) Identity Information
What is "strong" password
KB **User Login Trouble
Proper Category for Russia-Ukraine war under Natural Disasters & Social Unrest
What is URC 2022
https://upwork.slack.com/archives/G012SDK9J4T/p1655427161901689
Senior Manager, Freelance Customer Support
Who is Liz Vickers
We send Request to Close CE Suspended Account to ____________.
What is Content Engagement Tier II
KB **Content and Engagement (CE) Escalation Directory
This type of verification requires a computer or mobile device with a working camera and microphone
What is Video Verification
Most popular search engine.
What is Google
If a customer is unable to answer 4 of 7 AS questions, you can follow the new _ _ _-_ _ _ _ Handling.
What is Low-risk Handling
KB **User Login Trouble