Customer support staff

I/ What is the role doing?

The role of the Customer Support Staff is to reply to tickets from Zendesk, the tool Juiced uses as a platform to focus on our customers.

This position's key tasks include:

• Responding to customer inquiries through Intercom

• Responding to customer inquiries through Zendesk

• Canceling or resetting people who legitimately need it

• Responding to customer inquiries through Discord

II/ How do you do the role?

While part of Juiced's Customer Support Staff, your most significant responsibility will be replying to tickets through Zendesk.

i/ How To Reply To Zendesk Tickets:

To use Zendesk, you need an account that we will provide. Once you have an email and password, head to our Zendesk account by clicking here and entering your login details.

Once you've logged in, go to the Views page (click here for the link). This is where the tickets are:

This is how the tickets are categorized.

As you can see in the screenshot above, the tickets are categorized into five categories; Unassigned, Urgent, Pending, Solved, and Closed.

The first thing you will need to do is head to the Unassigned category on the views page.

This is how the unassigned category looks.

As shown above, you can see a list of tickets from various people on this page. The Unassigned and Urgent tickets are organized from oldest to newest.

While replying to tickets on Zendesk, please start with the urgent tickets needing attention and then move on to the unassigned tickets.

On all categories (Unassigned, urgent, pending, etc.), each table will include a Requester update, Requester, Subject, Requester language, Type, Group, Channel, and Assignee. You can also click the Play button, which will automatically take you through each ticket. We highly recommend using this function since it will save you some time.

The play button is in the top right corner.

Choosing The Subject Type: Once you've clicked the play button or on a ticket, you will need to give the ticket a subject. You should see these options on the left side of the ticket.

This is how it looks when you click the Subject* dropdown.

There are six total subjects you can choose from:

"Have a question about the service" = Use this when people have general questions about our service.

"Need to cancel or request a refund" = Choose this if someone wants a refund or wants to cancel.

"Promotional or media inquires" = Select this if the person asks about promotions or gives us a date.

"Having issues with using our services" = Use this when someone has problems or questions about our app. "Something else not listed above" = If you don't believe the ticket applies to what's been stated in the ticket, choose this.

Choosing The Assignee: Once you've selected the subject, you need to assign the ticket. You should see these options on the left side of the ticket.

This is how it looks when you click the Select assignee dropdown.

There are four total groups you can choose from:

"Billing" = You will never need to assign tickets to this group. If tickets are sent concerning to our billing team, they will be assigned automatically. "Executive" = It's rare you will need to assign this group; however, if you believe something could be worthy of this group, please get in touch with @justleftlondon#1533 on Discord and ask him if he can assist. If he cannot help, you should assign this to the Executive group, click Ben and post the link into our Discord server.

Always select "Ben" if you need to assign to the Executive group.

"Partnerships" = Our team has contacted Instagram promoters and asked them, "How long have they been reselling for." SO if you see a new Instagram ticket with an arbitrary message specifying a random date, for example, "3 months", then please select the Partnership group. As well as people who reply with the above, if someone is inquiring about a partnership or anything you believe should be handled by our partnership team, please assign it to the Partnerships. Once you click the Partnerships button, please assign it to Partners.

"Support" = This is the group you are in! Whenever you believe a ticket is suited for you, you should assign it to the Support group. This includes questions, refunds, cancellations, and any other general support that our customers or users require. You can click take it (recommended) or manually click support, then select your name.

Always select your name if you need to assign it to the Support group. For example, if you're name is Alex, you would click Alex on this dropdown.

You should have this at the end of setting up the ticket. Please do not forget to add the SUBJECT & GROUP and ensure you select the correct options on each dropdown to avoid any problems or potential repercussions. If you are unsure what group/subject to choose on a ticket, please DM @justleftlond#1533 through Discord.

Submitting Your Ticket: Before you can begin replying to the ticket, please save the changes you've made by clicking the "Submit as New" button in the bottom right corner. When you do this, select the option "Stay on ticket" before clicking the "Submit as new" button.

Once you assign and set a subject, select "Stay on ticket" and Submit as New

Once you've written a message, you should click Submit as Pending. Doing this will move the ticket into the pending category.

While we understand that Juiced is a laid-back and positive community, all Juiced staff is expected to act professionally when interacting with users.

Customer service is a feature included in the Juiced subscription, so it is crucial to treat users as customers and not as one of their buddies from high school. Below is an example of an acceptable and inadequate response to a common question asked in the general chat.

Example Question: "I just joined Juiced. Where can I get a free bot?"

Acceptable Response: "Hello. Welcome to Juiced. Our free day rentals get restocked every Tuesday at 5 PM EST. The restock will include copies of Cyber Sole AIO, Stellar, and Velox."

Inadequate Responses: "Bot rentals are only on Tuesdays."

Customer Support Staff practice the following while interacting with users:

• Good grammar (No aberration/slang, Capitalize letters, Proper punctuation)

• Detailed responses Reads the situation (Reads chat for context, Takes user's experience into account)

• Brings attention to questions they don't know how to answer (Relay's question in #customer-support-chat, pings for help in #issues-needing-addition, or refer users to open a ticket in #support)

• Is polite (Uses manners)

• Updates ticket status

ii/ Standard Ticket Formatting

This textbox is for you to write your reply. Always check that you are in the Public reply section and not the Internal note one.

Don't forget to add your name after every message you send. Let me give you an example: "Hi sir, How can we help you today? - Hubert"

iii/ How To Use Macros

You can also use macros by clicking on "Apply Macros" to use premade replies:

Click here and choose which is the best:

Macros are programmed messages that will help you to save time so you don't have to send the same message. Just select which one is the best to reply to the ticket.

Macros are super helpful but should be used responsibly. Make sure to read over the macros before sending them. Some of the information may be relevant to the app and not to the way things are run at the moment.

iv/ Ticket Status Types

While replying to tickets, you use four different statuses when submitting them.

This is how the unassigned category looks.

New/Unassigned: Tickets will automatically have this status when they come in. If a ticket is marked new, it has yet to receive a reply. If you're looking for unclaimed tickets, this is a great place to look.

This is how the urgent category looks.

Open/Urgent: Open tickets are tickets that a staff member has addressed. They were most likely marked as pending at one point but have since changed to Open after the customer has responded.

This is how the pending tickets look.

Pending: Pending tickets are tickets that staff members have already addressed and are currently pending the customer's response. Make sure to update the Open tickets to Pending status once you have responded.

Once you write a reply, select "Next available ticket" and Submit as Pending

Solved: Solved tickets are tickets where the customer has confirmed they are no longer in need of assistance. If you have confirmed this with the customer, mark the status as Solved.

v/ Reports Page

We also recommend frequently reviewing the reports page. Here you can compare your performance to other support agents. It's important not to be near the bottom of the leaderboard or we are likely to look for replacements if you cannot improve.

Here, you have the leaderboard, by clicking on the vertical bars in the side menu.

vi/ Cancelation & Refund Requests

You should cancel the user through our staff dashboard if there is a cancellation request. You can do this by going to staff.juiced.io/users and clicking "Cancel" on the user you need to cancel.

Before canceling, please ask the person who wants to cancel why they wish to cancel. Once they tell you, click the cancel button and input their feedback.

This is how it looks when you cancel a user.

If there is a reset request, you should request the requester to provide proof they are the original account holder. To do this, you should ask the request to provide a bank statement that clearly shows a Juiced transaction AND a picture of the credit/debit card they originally signed up with.

You then need to go to staff.juiced.io/users and search the last four digits. If there is a direct match, you should click the reset button and select the email to which the requester wants their temporary password to be sent.

This is how it looks when you reset a user.

If the requester says they no longer have the original card they used to signup with, you should deny them a reset request and tell them to reset all their passwords and create a new account via app.juiced.io/signup/create-account.

Refunds: As per our terms of service (Found Here https://www.juicedio.com/tos) we do not allow refunds on subscriptions. If a user requests one, notify @justleftlondon#1533 and he will assess if the customer is entitled to a refund.

vii/ Notable Server Rules

All of the following rules are posted in the #🏠-home channel of the community server, so all users and staff are expected to comply. If you see a member breaking these rules, you are allowed to time them out depending on the severity of the offense.

• No degrading or overtly toxic language.

• No selling or discussion of illicit activities and material.

• Do not spam chat or tag staff multiple times.

• Be respectful to everyone in the server.

• No arguments with other members or staff.

• No scarring adult, explicit, or controversial content.

• No racism, prejudice, or hate speech.

• No advertising other cook groups or similar services.

• Do not argue with staff, their word is always final.

• Use commands and services at their designated channels.

• Do not share discord accounts with other people.

• Do not spread false or controversial information about the group.

• No stealing or using any content from this server.

• Follow the discord TOS at all times.

• Don't DM staff unless it's urgent, otherwise open a ticket.

• Don't under any circumstances open a bank dispute against us.

• Avoid anything else that could be deemed wrong or controversial.

If their actions persist, please time them out and report the user with evidence of the rule-breaking to @justleftlondon#1533.

viii/ Specific Situations

If these situations arise, please again the attention of these staff members:

• Subscription Problems: Collect the customer's email, then ping @justleftlondon#1533

• Scamming: Direct user to a support ticket and ping @BEN.#5724

• Rule Breaking: DM evidence to @justleftlondon#1533

• Refund Request: Direct user to a support ticket and ping @justleftlondon#1533

• Late/Missing Payments: DM @justleftlondon#1533 or @BEN.#5724

• Misplaced Content: Direct to a support ticket and ping @justleftlondon#1533

• Middle Man: Direct user to a middleman ticket, @aqua ۵#8035 (Shoes) & @Clipzyy#3300 (Bot/NFTs) will handle the rest.

• Lifetime Upgrades: Direct user to a support ticket and ping justleftlondon#1533 or @BEN.#5724

• Legit Checks: Direct user to a legit check ticket and @Legend27#0001 will handle the rest.

• Bugs: Direct user to a support ticket and ping @bandzkicks#0001

• Bot Rental: Collect the customer's email and order number, then ping @RichGene#9633

ix/ Staff Server

#leaderboard: Within this channel performance leaderboards will be posted here every Sunday, assessing the quantity and quality of the work you did during the past week. The top performer will be commended on their outstanding job, and the bottom performers will be messaged to arrange improvements.

#issues-needing-attention: Support staff can use this channel to gain the attention of a superior that is delayed in responding to a ticket or a direct message needing resolution.

#customer-support-chat: Have a question that falls outside your area of expertise? Ask your ticket-related questions here and receive assistance from a fellow staff member. Feel free to answer any questions that you're knowledgeable about.

#user-support-chat: Within this channel, you can chat with fellow support staff members and ask any support-related questions that fall outside your area of expertise. Feel free to answer any questions that you're knowledgeable about.

#suggestions: Within this channel, you can post any ideas on how to better our support. Feel free to leave a request to have something implemented and it will be answered by a manager as soon as possible. All constructive feedback is greatly appreciated.

#saved-for-later: Within this channel, you will find all the valuable support-related links and information used on a daily basis. Bot Download Links, Important Video Tutorials, and our Welcome Message can be found in this channel. Feel free to save anything that you see as important.

# documentation: Within this channel, you will find documentation on all support-related positions. If you have any questions about the details provided in these guides, please contact your direct superior.

#chat: Within this channel, you can chat with everyone on Juiced staff. Ask questions or converse with staff members outside the support team. Feel free to use this chat as you, please.

x/ Staff Limitations

While Juiced Staff can take advantage of numerous services that the subscription offers, they are not allowed to participate in limited events offered by Juiced. This limitation includes free ACOs, free bot trials, and first come first serve group buys with limited stock.

If there is anything about this document that needs clarification or if you have a general question, please contact your direct superior or Ben (@JuicedBen) through Discord.