Support Expectations

Support within TheNorthCop should strive to provide the highest level of service to members. Suport should seek to build relations, confidence, guidance, and expertise inside & out of the group.

Support Handling - Tickets & Questions

• Supports primary objective is to provide high level of support with in depth answers. Begin by addressing the members question or getting to the root of the problem, next if applicable, provide the member with resources that can already be found in the group & ensure the member knows where to find these resources (guides channel, release guides, early links etc). If the members question cannot be answered with resources in the group, provide the member with answers with third party resources such as YouTube guides, bot guides, etc.

• If you are unable to answer a support question, please ping the @support role so another support member knows to take over & look into the question.

• If a member is asking to cancel their membership, be sure to ask them why and relay that information to the staff team, and provide insight for how we can do better to ensure cancellations aren't common.

Questions Channel

• Although not required, it should be important for you to have notifications on for the questions channel to get to questions as soon as possible. The questions you answer can lead to more in depth questions, be sure to direct the member to the proper resources in the group so they can self help through the many guides we offer.

• Make sure to use the reply feature so the members can get directly pinged for any responses.

Support Payouts & Compensation

• Base Pay: $100 / m.

• Bonus Pay: Dependent on performance during the month