Hiring a tech for support, based in US
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@olivier said in Hiring a tech for support, based in US:
@dustinb3403 Yes, full time. I'm not really aware about the US laws regarding working hours.
That is something you will need to brush up on then, I'm sure we could give you a general idea of the laws but I know I wouldn't want to misguide you on them.
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@dustinb3403 said in Hiring a tech for support, based in US:
@olivier said in Hiring a tech for support, based in US:
@dustinb3403 Yes, full time. I'm not really aware about the US laws regarding working hours.
That is something you will need to brush up on then, I'm sure we could give you a general idea of the laws but I know I wouldn't want to misguide you on them.
Obviously, we won't do that without legal backing somehow. But I also need to have some traction on this to push it further on legal aspects. If you decide to always wait for legal aspects first, you don't do anything (ie waiting to have all the info I mean)
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And yes, I'm open for juniors too, it doesn't really matter.
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@olivier I agree, just trying to get as much out about the position as possible.
Do you have a salary in mind for the position?
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@dustinb3403 Nope, what do you think would be a acceptable range for something like this?
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@olivier said in Hiring a tech for support, based in US:
@dustinb3403 Nope, what do you think would be a acceptable range for something like this?
I honestly couldn't give you a realistic idea.
Being Tier 1 support for the platform could begin at as low as minimum wage (in the states) or be at $20+ per hour. . . it really depends on what is required.
Being you want the person to have a basic understanding of an IP stack and XS and XOA working, my idea would be in the $20+ range.
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Would this position work directly with the customer (IE pick up the phone and say "XOA Support, how can I help you?")
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Or would the position have a help desk queue and they simply jump on all tickets that come in, remote in, investigate the logs, PEBCAK issues etc and escalate as required?
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No phone support, only live chat and tickets. And yes, directly with the customer.
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@olivier said in Hiring a tech for support, based in US:
No phone support, only live chat and tickets. And yes, directly with the customer.
So they don't need to be comfortable talking to strangers (good for a junior tech for sure).
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@dustinb3403 said in Hiring a tech for support, based in US:
@olivier said in Hiring a tech for support, based in US:
No phone support, only live chat and tickets. And yes, directly with the customer.
So they don't need to be comfortable talking to strangers (good for a junior tech for sure).
Yeah, no "voice" contact with customers. Everything behind a screen and keyboard, that's all. But it's not easy either to deal with people who can't RTFM
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@olivier said in Hiring a tech for support, based in US:
@dustinb3403 said in Hiring a tech for support, based in US:
@olivier said in Hiring a tech for support, based in US:
No phone support, only live chat and tickets. And yes, directly with the customer.
So they don't need to be comfortable talking to strangers (good for a junior tech for sure).
Yeah, no "voice" contact with customers. Everything behind a screen and keyboard, that's all. But it's not easy either to deal with people who can't RTFM
That is why you're looking to hire
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Well, we estimated that I could handle up to 250 customers myself, which was relatively correct. I can push this to 300, but it's a bit hard to do anything else. Because we are beyond this number today, it affects also the rest of the dev team, which is partly good (to get quickly why something they did is wrong) but it's now too much to handle.
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@olivier said in Hiring a tech for support, based in US:
Well, we estimated that I could handle up to 250 customers myself, which was relatively correct. I can push this to 300, but it's a bit hard to do anything else. Because we are beyond this number today, it affects also the rest of the dev team, which is partly good (to get quickly why something they did is wrong) but it's now too much to handle.
So the expected customer volume per day is 250 tickets/chats?
This part I don't understand
which is partly good (to get quickly why something they did is wrong) but it's now too much to handle.
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@dustinb3403 no volume is NOT that high. I counted the total number of customers, not the ticket number.
Regarding the last part, I wanted to tell that having devs doing a bit of support is not a bad thing. But until a certain level.
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@olivier said in Hiring a tech for support, based in US:
@dustinb3403 no volume is NOT that high. I counted the total number of customers, not the ticket number.
Regarding the last part, I wanted to tell that having devs doing a bit of support is not a bad thing. But until a certain level.
Yeah, more effective things for them to be doing.
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Oh so you have 250 active customers, and occasionally DEVs are stepping in to resolve issues, but you don't want them too. (obviously) they should be developing XOA.
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@dustinb3403 No I said I can handle something around 250 customers/subscriptions in terms of support. Beyond this, it's a fulltime job. So because I couldn't do only this, I delegated a bit of this to our devs. Which was a good idea until 300/350 customers. But we are now even beyond that, and it starts to be bad for productivity!
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@olivier said in Hiring a tech for support, based in US:
@dustinb3403 No I said I can handle something around 250 customers/subscriptions in terms of support. Beyond this, it's a fulltime job. So because I couldn't do only this, I delegated a bit of this to our devs. Which was a good idea until 300/350 customers. But we are now even beyond that, and it starts to be bad for productivity!
Ok sorry I guess I misunderstood.
This person would be entirely supporting all of your customers as T1 support.
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@dustinb3403 Yes, and obviously we can train him/her slowly but surely
