We are in search of a Senior Technical Assistant to analyze the technical support activities related to a website and develop a comprehensive guide for implementing technical assistance.
This guide will cover various support strategies. Additionally, the role will include mentoring and advising the technical support team.
Requests for technical assistance can be diverse and include such issues as :
- Account access and password reset support
- Assistance with unzipping password-protected files
- Troubleshooting download issues
- Release schedules for various files
- Instructions for submitting applications
- Accessing Data Use Agreements (DUAs)
Develop a Technical Assistance Implementation Guide that describes the technical assistance activities noted above and the approach to providing technical assistance.
The Guide shall consider staffing, technology, and documentation needs to include the following :
- A description of how the Technical Assistance staff will access the user support email inbox and manage technical assistance queries.
- An explanation of how the Technical Assistance staff will respond to inquiries via email, ensuring that all requests are auto-acknowledged within 24 hours and resolved within two business days of receipt.
Simple requests, such as password resets or database availability inquiries, should be addressed within one business day.
The establishment of operations, procedures, and responses for efficiently and effectively handling inquiries. This should include a routing protocol to direct inquiries to the appropriate staff level, triaging strategies, and the use of standardized responses.
The routing protocol should also define criteria for prioritizing and managing urgent and data use requests.
An outline of how Technical Assistance staff will quickly respond to high-priority requests, typically within one business day, with oversight from senior staff.
The plan should specify how and when Technical Assistance staff will update the program owner on the status of requests and applications from these groups.
- A strategy for cataloging and tracking user inquiries to gather feedback for the website, ensure consistent responses, and provide statistics on technical assistance requests.
- Details on how the existing technical assistance web pages will be maintained and updated, including frequently asked questions (FAQs) and standard responses.
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