User Support Team

Definition

User Support Team

a team that staffs a contact center and provides support to the users of one or more systems or applications

Classification

As illustrated in the preceding figure, User Support Team is part of the following inheritance hierarchy:

• Type: Concrete
• Superclass: Engineering Team
• Subclasses:
  • None

Responsibilities

The typical team-specific responsibilities of a User Support Team are to:

• Provide user technical support.
• Register user complaints and comments.
• Answer user-emails.
• Answer phone calls.
• Answer faxes.

A user support team typically inherits the general team responsibilities from the team process component.

Roles

A user support team typically consists of persons playing the following roles:

• ContactCenterManager, who manages the team.
• User Support Agent, who provides technical support to users.

Tasks

A user support team typically performs the following team-specific tasks in an iterative, incremental, parallel, and time-boxed manner:

• User Support:
  • Account Support
  • Complaint Resolution
  • Technical Support
  • User Support Materials Production
  • User Support Planning

The user support team typically inherits the common team tasks from the team process component.

Work Products

A user support team typically produces all or part of the following user support work products:

• Contact Report
• Job Aids
• Support Plan
• Users Manual
• User Support Reference Materials

Guidelines

• This team is only needed if user support tasks are needed.
• A user support team typically inherits the common team guidelines from the team process component.