Your Role in the Team

Our Mission & Your Responsibilities

Our Mission

We aim to provide prompt, dependable, and compassionate support to our users.

Team Values

Our Core Principles

• Empathy first: Every interaction matters
• Be curious: Ask questions, seek clarity
• Collaborate: Work openly with team members
• Own it: Take initiative, follow through
• Improve constantly: Be proactive, suggest better processes and tools

Support Workflow

The 4-Step Process

1. Ticket Intake
   • Regularly check for new requests
   • Assign and acknowledge them within your shift
2. Triage & Troubleshoot
   • Identify the root issue
   • Check the documentation before escalating
3. Resolution
   • Provide solutions or workarounds
   • Follow up to confirm resolution
4. Student Hands-on
   • Guide the user in solving the issue(s)
   • Let the user do the work

Your Responsibilities

As a Python Installation Support team member, you will:

• Respond to requests, inquiries or tickets via physical presence/chat/support portal
• Troubleshoot technical or operational issues
• Document solutions and processes
• Report your findings in Discord
• Collaborate with team members to resolve issues
• Help maintain and improve our support knowledge base
• Participate in teamwork on various projects
• Suggest edits to existing articles
• Create internal guides when gaps are identified

Golden Rule

If you solve a problem more than twice, document it in GitHub.