Level 1 Responsibilities

You'll be managing Level 1 support, PTO requests from our staff, and handle bug reports for the portal that come through support. Here are the tasks for each:

  • PTO (Paid Time Off) Requests: This is really straightforward and rule based. Whenever a staff member (Lexie, Desmond, Shelby, etc) requests PTO, the VA needs to check the calendar to make sure the time off is available and then check a PTO spreadsheet that we'll create. They'll add the time off to the spreadsheet if approved.
  • Level 1 Support
  • Bug Reports for the Portal: When agents report a bug in the portal, it's the job of the VA to replicate the bug on loom. They will need to speak into the video. I can ask Abin which languages his team speaks. (Do Bangalore and Rawalpindi share any/many common languages?) If not, then the language will need to be in English. We will train on bug reports.
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