Support Specialist

Role A: Support Specialist (Inbound Support & Onboarding)
Daily Objective
Handle inbound merchant inquiries via Quo, conduct guided software setup sessions using the Demo Store, and submit clean maintenance tickets for technical bugs.
Step-by-Step Workflow
Shift Start & Quo Check-In:

Log into the Quo Desktop App and set status to Available.
Open the Demo Store in a separate browser window.
Review Quo's automatically generated overnight call summaries, voi cemail s, and missed call transcripts.

Handling How-To & Software Setup Calls:

Inbound Call: Answer inbound calls routed through the main Quo support number.
Live Assistance: Open the relevant module in the Demo Store (e.g., Settings > Fees Settings, Inventory > Stock, or Repairs & Custom Jobs).
Guided Instruction: Walk the merchant through their own screen step-by-step while verifying the exact button clicks in the Demo Store.
Call Logging: Add a brief note or tag (e.g., #onboarding, #fees-setup) in the Quo call record.

Handling Technical Issues & Glitches (Ticket Escalation):

If a merchant reports a platform error or missing functionality (e.g., a hardware connection issue with a card reader or a calculation error):
Do Not Attempt Fixes: The specialist does not attempt backend modifications.
Information Gathering: Collect Store ID, account email , device/browser details, and a clear description of the bug.
Submit Maintenance Ticket: Log a ticket in your external helpdesk (e.g., Zendesk, Trello, or Linear) for your Senior Development / Maintenance team.
Quo Note: Paste the ticket link inside the Quo contact thread for clear tracking.

Shift End:
Ensure all open Quo conversations have an assigned disposition tag.
Verify all technical issues reported during the shift have an active development ticket assigned.