Support's Ability: Support Skill

Depth and Scope of the work you are asked to do.

(adds 1 mile to your journey)

Examples
Throughput and productivity is uneven/unpredictable.	Pattern recognition not honed yet.
Adept at commonly asked questions and inquiries.	Uses HelpScout effectively.
Prefers email support over phone, as is not yet comfortable speaking adlib about product.	Works on routine emails or calls. Sometimes assigns emails to others versus finding the answers themselves, is new to Basecamp’s products

(adds 3 miles to your journey)

Examples
Throughput and productivity is predictable.	Pattern recognition regarding problem areas in app is developing. Begins to recommend new features and enhancements.
Is able to adhere to our customer service values a majority of the time.	Is adept at working with HelpScout and finds productivity shortcuts.
Works evenly on calls and email, is able to field inquiries that are multi-faceted.	Understands most, if not all, of the product features and can provide support on all mobile platforms.

(adds 6 miles to your journey)

Examples
Has predictable and high throughput, exceeds CS values, while also maintaining a high level of customer satisfaction.	Pattern recognition fully developed in order to contribute significantly to product features/enhancements.
Generates new ideas and systems in order to deliver better customer support.	Is creative and customer-centric.
Works independently.	Tests on multiple platforms and reporting findings as Advanced Troubleshooting/Quality Documentation while maintaining regular customer conversations.
Can single-handedly handle a crisis either by taking control over reporting and channels, or delegating tasks to others.

(adds 12 miles to your journey)

Examples
Fully capable of owning and resolving any type of ticket.	Pattern recognition fully developed in order to pitch new product features/enhancements.
Clearly articulates new issues for software development engineers, suggests changes to website.	Authors help desk, contributes original content to knowledge base.
Designs new programs that have high customer impact.	Understands when to initiate on-call workflow without guidance from peers.
Demonstrates product dedication via testing on multiple platforms and reporting findings as Advanced Troubleshooting/Quality Documentation while maintaining regular customer conversations.	Deep, substantial expertise in multiple environments (all versions of Basecamp, other products, our apps, security, sign on, email logs, Dash and trollcop, sign on, trace routes, network issues, desktop issues—Macs, PCs and a variety of handhelds, etc.)

Tier 2/UX skills developing:

Has console experience, including bug investigation via On Call work while maintaining regular customer conversations.
AND/OR
Demonstrates product dedication via User Experience work while maintaining regular customer conversations.

(adds 20 miles to your journey)

Examples
Uses console access to resolve cases that require pre-written scripts or other basic code touches to fix common issues.	Pattern recognition fully developed in order to pitch new product features/enhancements. Helps find budgetable time and resources to get a problem solved; offers to help code/design initial first drafts in part of pitch.
Demonstrates significant product expertise via testing on multiple platforms and reporting findings as Advanced Troubleshooting/Quality Documentation while maintaining regular customer conversations. Can introduce others/train others in this pathway.	Expert within technology beyond Basecamp, like browsers, both OS, and many third-party API extensions. Excels at getting to root causes of issues and then writing them up in a way that can be acted upon by software development. Does not necessarily need help from developers, marketing, or design for input.
Authors help desk, contributes original content to knowledge base. Designs new programs that have high customer impact. Writes new classes and delegates/trains others on them.	Deep, substantial expertise in multiple environments (all versions of Basecamp, other products, our apps, security, sign on, email logs, Dash and trollcop, sign on, trace routes, network issues, desktop issues—Macs, PCs and a variety of handhelds, etc.)

Tier 2/UX skills developed:

Trains others on console and performs significant amount of On Call work while maintaining regular customer conversations.
OR
Demonstrates significant product expertise via User Experience work while maintaining regular customer conversations. Can introduce others/train others in this pathway.

An observation relating to Support Skill has not been publicly recognized yet.

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