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We are always looking for Support Specialists!

Started by jerm, March 29, 2008, 06:53:52 PM

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Jade Elizabeth

If you have, feel free to PM me a nice long list and I'll get to each doc one by one and fix it up over the summer :D.
Once proud Documentation Writer and Help Squad Leader | Check out my new adult coloring career: Color With Jade/Patreon.

Night09

Quote
QuoteThere is a very detailed doc area here and the search works just fine. Only no one seems to use either of those
Yes but do they answer the needs of the users? I suspect they dont, otherwise people would use them. Which makes me think that one of the first thing to do would be to better understand the users and it's need through a survey.

IMHO of course

The first thing no matter how much knowledge is available and by what means it is available is this.

Do the users know how to ask the right question ?

HecKel

May 21, 2008, 08:26:24 PM #82 Last Edit: May 21, 2008, 08:28:41 PM by HecKel
Quote from: Eliana Tamerin on May 21, 2008, 07:26:24 PM
Could you answer the questions directed to you? I asked if you tried the search and docs, since you were so quick to condemn their effectiveness. Have you found them ineffective from your own experience?

Actually, I spent about one hour to find this: http://support.simplemachines.org/function_db/

I did searches here and I only found the SMF 2.0 function db (and a lot of topics that didn't answered me), I did searches in the Docs and I didn't found anything (even in MOD/Theme customizations) and just by a little of lucky I found that.

I knew that this information exists, so I avoid to create one MORE topic asking the same..., I know how much annoying is to reply to some question like this, so I tried a lot of time.

I think that SMF has a lot of information, but the problem is that you (we, or aren't we a community? :P) have this information spread for the whole site, I didn't need support, I am doing just a MOD ;) I wouldn't tried to search there this information.

This is just an example, I can send Alundra one PM with some suggestions to the Docs (and I hope that I have time enough to do something that worths the PM).

Yes, the search system is not a good system and need improvements, but here the problem is more than that.

About the support team, I can't say anything bad, until now I have any complain and since I become Charter Member (not with this username :P), now I really cannot say anything bad. The only issue is the "few" members for one community like this, but now we have the Support Helper of the Month that helps the team ;)
Quote from: Eliana Tamerin on August 23, 2008, 04:10:10 PM
SMF 7 is where it gets good. That has time travel. You can go back and post before the guy who flamed you. :P

Eliana Tamerin

Thanks, that's what I wanted to know.

I'm grateful that Alundra is so willing to take suggestions on how to improve the docs. Any help you can give her serve to make SMF an easier software to understand.
Do NOT PM me for support.

SimplePortal 2.3.6 is OUT!
SimplePortal Project Manager
Download | Docs
SimplePortal: Power of Simplicity!

Jade Elizabeth

I love PM's HecKel :D

Quote from: Eliana Tamerin on May 21, 2008, 08:30:17 PM
Thanks, that's what I wanted to know.

I'm grateful that Alundra is so willing to take suggestions on how to improve the docs. Any help you can give her serve to make SMF an easier software to understand.

Please please please, Otherwise I'll just be aimlessly selecting docs from a hat again  :P (I'm kidding, but obviously I cannot read every single doc and know what to add and such...so it helps to have people tell me where the flaws are so I can iron them out as I go through :D)
Once proud Documentation Writer and Help Squad Leader | Check out my new adult coloring career: Color With Jade/Patreon.

Jumpmasterrt


metallica48423

a few pointers for people who might be interested in getting involved in support

- Keep in mind that what we look for isn't strictly quantity of support, but more quality and consistency.  We are in it for the long haul.
- Use your resources -- the search, Online Manual, Function DB, and other resources are there to be used, whether it be an end user or someone helping out.
- Don't kill yourself doing support.  Again, quantity isn't everything.  one person doing 60 support posts across 3 days still does less than someone doing 10 per day for 10 days, right?  Doing too much will burn you out! 
- Don't take it personally -- not everyone will agree with you on your methods or suggestions.  most people don't mean anything personally, they just don't agree with you -- I know this from experience.  That said, if someone is rude or offensive, you have every right to decide not to help them out..  dont advertise that fact as such, just move on.
- Learn from your mistakes -- We are all wrong sometimes -- use it as a way to learn rather than taking it as a sign of failure.  NOBODY on the team will look down on someone that is willing to learn and grow.

As another note, feel free to join us in our IRC chatroom if you need a little help getting set in the right direction when helping with a support topic.  While we don't offer support via IRC, if you're doing it to help others out it is a good resource for you to use to your advantage!
Justin O'Leary
Ex-Project Manager
Ex-Lead Support Specialist

QuoteMicrosoft wants us to "Imagine life without walls"...
I say, "If there are no walls, who needs Windows?"


Useful Links:
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Eliana Tamerin

Quote- Learn from your mistakes -- We are all wrong sometimes -- use it as a way to learn rather than taking it as a sign of failure.  NOBODY on the team will look down on someone that is willing to learn and grow.

Let me just confirm this from experience. I still get corrected by others. I'm learning just like many of you here. But the Team doesn't look for the person who knows it all, so don't worry if you don't. And don't worry if you aren't a long-time user, a coder, a themer or a person "in the know." If you see a question that you know the answer to, know where to find the answer, or know who to ask to find the answer, even if you think you know the answer, step up and answer it! Don't be shy, because chances are it'll be an opportunity for you to grow. And if you're not right, then you have a confirmed right answer by the person who corrected you. Just move on and you'll have that in your brain for next time.

Most of all, though, have fun. If you enjoy helping others, then help out for enjoyment. Don't make it a chore, enjoy yourself! That doesn't mean you can't take up a challenge or do a bit of work to find the answer. Just make sure you don't turn support into a nightmare for yourself.
Do NOT PM me for support.

SimplePortal 2.3.6 is OUT!
SimplePortal Project Manager
Download | Docs
SimplePortal: Power of Simplicity!

Aleksi "Lex" Kilpinen

Congratulations Eliana! :) I've been a little busy with work the last few weeks, and just noticed your new shiny badge.

And would also like to say that I agree with the last two posters, it is actually fun to see how you can help someone by sharing the knowledge you have, and as long as I can enjoy that feeling, I'll keep doing it when I have the time. But you should not make it a duty for yourself to help everyone in need of advice, it would soon be too much to handle.
A Finnish Project Manager (Support Specialist)
 Happily running multiple SMF 2.x installations.
  Fooling around with i7-10700 @ 2,90GHz-4.80GHz / 16Gb / RTX-2070 Super / 3840x2160 / Win 10 x64


How you can help SMF

"Before you allow people access to your forum, especially in an administrative position, you must be aware that that person can seriously damage your forum. Therefore, you should only allow people that you trust, implicitly, to have such access." -Douglas

Jumpmasterrt

The thing I get out of it is I learn something new about SMF/PHP/SQL everytime I help with a problem.... well, that and I'm one of those people who love puzzles and that's what support requests are.... puzzles.
That's why I got into medicine too. :D

metallica48423

Puzzles don't get much  more complex than the human body :P
Justin O'Leary
Ex-Project Manager
Ex-Lead Support Specialist

QuoteMicrosoft wants us to "Imagine life without walls"...
I say, "If there are no walls, who needs Windows?"


Useful Links:
Online Manual!
How to Help us Help you   
Search
Settings Repair Tool
     

Tony Reid

Quote from: metallica48423 on June 19, 2008, 03:23:10 AM
Puzzles don't get much  more complex than the human body :P

Hmmm... possibly , but in my view - our female counterparts can be the most complex puzzle of all! Especially when they get all emotional watching cheesy films like dirty dancing.

Tony Reid

metallica48423

sadly, I had the feeling someone was going to go after that one :P
Justin O'Leary
Ex-Project Manager
Ex-Lead Support Specialist

QuoteMicrosoft wants us to "Imagine life without walls"...
I say, "If there are no walls, who needs Windows?"


Useful Links:
Online Manual!
How to Help us Help you   
Search
Settings Repair Tool
     

Jumpmasterrt

That's why I didn't go into psych-anything. My specialty is the pulmonary system. Air goes in, air comes out regardless of what sex you are. ;) LOL

Same with SMF/PHP :D

fwitt

* fwitt goes on a little wander to find out what these toys are...

I have to admit i probly wouldnt notice if someone gave me a trophy unless some pm'd me to tell me but it all sounds like a good idea.

Jumpmasterrt

Me neither, I get more satisfaction from solving the problem. I throw a little party over my keyboard with every one I figure out. :D

metallica48423

no need for details :P

nah, j/k.

Like i said.  Consistency.  We look for people in it for the long run.
Justin O'Leary
Ex-Project Manager
Ex-Lead Support Specialist

QuoteMicrosoft wants us to "Imagine life without walls"...
I say, "If there are no walls, who needs Windows?"


Useful Links:
Online Manual!
How to Help us Help you   
Search
Settings Repair Tool
     

Jumpmasterrt

Quote from: metallica48423 on June 19, 2008, 09:37:41 PM
no need for details :P
Well, when you're stuck in Iraq and it's this or the alternative, a little keyboard party is usually just another can of near beer ;)

H

It has been almost 1/2 a year and in that time 148 people have joined the community support group :D
-H
Former Support Team Lead
                              I recommend:
Namecheap (domains)
Fastmail (e-mail)
Linode (VPS)
                             

babjusi

Quote from: H on August 02, 2008, 07:28:26 AM
It has been almost 1/2 a year and in that time 148 people have joined the community support group :D

It is about quality and not quantity, remember ;) :P

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