The Libero is the person handling 1st level support and on-call work during business hours. The Libero’s main duty is to react quickly to support requests and production issues.
This is the description what we expect the Libero in detail.
Start of Libero shift
- Check #support for open 2nd level requests to make sure nothing is missed.
- Trawl the ticket system for “orphaned”, non-Libero tickets, post in #support as short (delete ticket-expansions visual after creation) to remind assignee.
- Check Intercom for open and pending requests.
End of Libero shift
- Add a summary as an internal comment in tickets where next step is not 100% obvious to guide next Libero.
- Assign all tickets to next Libero. Do not hold on to “small” stuff.
- Check PagerDuty so on-call doesn’t get surprise incidents. Hand them over with a comment in #on-call.
General guidance
- If you notice that the communication develops to a ping-pong style and is getting convoluted, don’t hesitate to ask for a phone or Skype call.
- Point at existing docs first and provide a helpful description what to do using the documentation.
- Don’t copy old ticket responses and solve the same thing over and over again, instead turn them into documentation. See Handing off to documentation on how to do this.
- If you notice that the request can’t be solved as part of tech support, but needs more work, hand the ticket off to the team as planned work.
Handling tickets
Assign incoming tickets to yourself or to the colleague who’s responsible for it. Add a comment to signalise the requester that she’s taken care of.
Handling intercom requests
Try to give a personal first reply as quick as possible. Don’t start analysing the request for details or even the solution, but give the feedback that you got the request and are working on it. This way the requester knows that something is happening and is not hanging in a void of possible helplessness.
If the request can’t be solved quickly, transfer it over to Zendesk and continue work on it as a ticket.