# CodePath.org Technical Support Representative - Spring 2022 Late Hire

## Role Description

This guide describes the Technical Support Representative role for CodePath.org classes.

This role is a paid role with a **commitment of 10h a week until May 30th 2022** at $15h Hours are self-scheduled and reported on a biweekly basis. Please note that the weekly hours may be reduced in the last 6 weeks of the course due to low question volume

In this role, you will be expected to respond to student questions in a timely manner on slack (direct message), groove (email support), and the discussion system (in-house forum). Elevating these dialogs to zoom calls when necessary. In addition to student support, there will likely be downtime in which you will be expected to review common issues students face and create Common Issues Guides.

During your first 2 weeks, you will receive training on internal tools, best practices when writing Common Issues Guides, and supporting students.

## Responsibility breakdown

### :female-student: Supporting students
This is the main component of your position and what you will spend the majority of your time doing

1. 📱 **Review questions that have come in during off-hours**
(as a team, answer questions quickly as they come in)
Questions will come in via...
- [Codepaths Q&A Discussions system](https://discussions.codepath.com)
- Slack channel for the course
- Groove email support platform
2. 👋 **Engaging with students**
- When working with students it's very important that you put forth a warm and welcoming demeanor and insure that students have an overall positive experience, someways we can do this are, Greeting students when you start working with them, Explaining what is actually causing the issues they are having not just the solution, Making sure that you send full messages not just links to Common Issue Guides,
- E.g
- 👍 "It looks like x is the issue you're having, try this guide Link"
- 👎 "Link"
- If we are seeing low questions TSRs may be directed to post either a loom(short video) or short text post mentioning what unit most sites are on, listing some Common Issue Guides, and other resources to help with the most common units
3. 🧐 **Investigate their issue**
- Ask them for any information you need to help you investigate their issue (i.e. preconditions/postconditions, what part of the assignment they’re working on, etc.)
- Investigate their code by opening their repo in Android Studio on your computer, or by reviewing snippets of their code
(as needed, ask them to send code snippets or push their code to GitHub and send you the link)
4. ☝️ **Work with them towards a solution**
- If you think you can help guide them to the solution themselves, start with that approach.
- If your attempet at this fails, then try a more direct approach to help them to by directing them to the answer and confirm they are unblocked.
- If needed, jump into a screen share with the student to help them solve their problem via a Slack call

### 💭 Identifying common issues & writing up guides for them
When there are no questions during your hours you will be expected to identify and write up Common Issue Guide for common issues faced by students in your content area
1. :mag: **identifying common issues**
- If you encounter an issue that 3+ students are having/have had recently that have the same or similar solution you’ve found a common issue
- If you find a common issue check to see if it or a similar issue has already been identified in the Common Issue Guide triage document (will be shared during onboarding)
2. :pencil: **Writing guides/procedures**
- When you have no questions outstanding from students check the triage document to see if any common issues are identified but do not have written Common Issue Guides
- Once you find a common issue either from the Common Issue Guide triage document or the support channels. Start writing up a Common Issue Guide. Make sure to mark that you are working on the issue in the Common Issue Guide triage document, so multiple TSRs aren't working on different copies of the same Common Issue Guide
3. :eyes: **keep an eye on notifications**
- Writing up common issues is important but remember that our top priority is responding to student questions so make sure to keep an eye on your slack notifications
- If a student needs help while you are in the middle of writing up a procedure save what you’re doing, add it to the triage document, and help the student

### :computer: Interacting with Codepaths in house software
1. 🤖 **Working with the codepath support bot**
- As a TSR you will be expected to work with our support bot which will track student questions and TSR response times. this includes
- Monitoring the tech-support-android, tech-support-cybersec, or tech-support-ios channels based on your content area
- Understanding how to claim tickets in the aforementioned channel
- Understanding how to post responses on our in-house discussion system
- Understanding how to respond to student emails via our groove email system

Note : *All of this will be explained in detail during the training sessions*

### :hand: Check-ins
All TSRs are expected to meet with a Gurus on a bi-weekly (every two weeks) cadence to discuss their performance, and overall check in on how the TSR is doing. These (15 to 30)-minute meetings are paid time and will count towards your 10 hours for these weeks.