A shift in technical support
A fibre cut, an exam in forty minutes and a customer who wants the whole month back
Ticket inbox 10 min 9 decisions
You work tier-1 support at Hvylia, a regional internet provider with 40 000 subscribers and its own line of rented routers. Your shift is chat and phone, 09:00 to 18:00. Tier 2 sits in the next room and takes only what tier 1 cannot solve.
Who you work with today
MaksymCustomer, student
HalynaCustomer
OlehShift lead, tier 2
What you will do
- Situations from a real working day, one decision at a time
- Honest feedback after every choice, and some choices come back to bite later
- A verdict at the end: how this job would feel for you
How the day is going
First-contact resolution55
Customer satisfaction60
SLA60
Trust in you60
Your energy80
Skills this shift tests
Your goalKeep the SLA green and the customers calmer than when they called