CSA Day in the Life

Summary

In this video, Blackboard's customer support team introduces candidates to the role of a Customer Support Associate. Team lead Yansy shares insights into the daily tasks, including handling customer inquiries via phone, live chat, and web cases. Katherine, a current associate, emphasizes the impact of supporting nonprofit organizations and the professional growth opportunities in the role. Candidates also experience a customer interaction through a phone call and chat simulation, offering a glimpse into the troubleshooting process. With tools like Microsoft Teams and a comprehensive CRM system, Blackboard ensures a collaborative and efficient work environment for its support team.

Takeaways

• 😀 The hiring process for Blackbot includes an interview, but before that, candidates are introduced to the role of a customer support associate to understand the expectations and tasks involved.
• 😀 Customer support associates at Blackbot enjoy the opportunity to make a meaningful impact by assisting nonprofit organizations and supporting their mission-driven work.
• 😀 The role requires problem-solving skills, as Blackbot is a complex platform, and each day brings new challenges that require diagnosing and resolving issues.
• 😀 The schedule for a support agent involves Frontline time, dedicated to addressing immediate customer needs, and Research time, for in-depth troubleshooting and collaboration with other teams.
• 😀 Weekly team meetings are essential for reviewing performance metrics, product updates, and strategies to ensure the team remains aligned and prepared to assist customers.
• 😀 Blackbot offers multiple support channels: web cases for detailed requests, live chat for quick interactions, and phone support for complex issues or customers who prefer verbal communication.
• 😀 Microsoft Teams is a key tool for internal communication, allowing agents to collaborate and share insights to resolve issues more efficiently.
• 😀 Customer interactions are recorded in a CRM system to ensure thorough documentation of issues, resolutions, and interaction histories, enabling agents to provide consistent and personalized support.
• 😀 Blackbot has a comprehensive knowledge base that supports both customers and support agents by providing self-service tools and accurate information for resolving common issues.
• 😀 The company's commitment to supporting nonprofit organizations aligns with agents' personal values, offering a sense of fulfillment in contributing to meaningful work.
• 😀 The interview process emphasizes being yourself, answering questions to the best of your ability, and having the opportunity to ask any further questions to the interview team.

Q & A

What is the primary goal of the introduction video?

The primary goal of the introduction video is to provide candidates with a quick overview of what it's like to be a customer support associate at Blackboard, including common tasks, tools used, and the type of customer interactions they might face.

What does Katherine enjoy most about working at Blackboard?

Katherine enjoys the chance to make a real impact by helping nonprofit organizations, the problem-solving aspect of her job, and the opportunity to deepen her knowledge of CRM tools and analytics.

How is Katherine's work schedule structured?

Katherine's work schedule is structured around frontline and research time. Frontline time is dedicated to answering high-volume, immediate customer requests, while research time is allocated for more complex issues requiring in-depth troubleshooting.

What are the different ways customers can contact Blackboard support?

Customers can contact Blackboard support through web cases, live chat, or phone support. Web cases are ideal for detailed requests, live chat is for quick questions, and phone support is used for more complex issues or verbal communication preferences.

How does Katherine collaborate with her teammates?

Katherine collaborates with her teammates using Microsoft Teams for real-time chat and video meetings. This allows her to seek assistance, share insights, and stay updated on product changes and best practices.

What is the purpose of the knowledge base at Blackboard?

The knowledge base serves as a centralized resource containing FAQs, troubleshooting guides, and how-to documents. It is designed to help both customers and support agents find answers independently and efficiently.

Why is maintaining an up-to-date knowledge base important?

Maintaining an up-to-date knowledge base is crucial for improving efficiency and providing high-quality support. It ensures that both customers and agents have access to accurate and consistent information.

What challenges might arise when working with new users at Blackboard?

Challenges might include troubleshooting issues such as login problems or incorrect setup, as shown in the customer phone call where the new user had trouble accepting an invitation. Support agents work to resolve such issues through step-by-step guidance.

What did the customer Rob experience during his call with support?

Rob experienced an issue where his new co-worker couldn't accept an invitation to the Blackboard platform. The support agent helped him by resending the invitation, troubleshooting browser settings, and guiding them through creating a new account.

How does Blackboard ensure the quality of customer support?

Blackboard ensures the quality of customer support through weekly team meetings to review metrics, discuss product updates, and share best practices. Additionally, they use CRM systems to record customer interactions and maintain thorough, accurate case histories.