Case Troubleshooting Job Aid

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This job aid was designed for customer support reps at an SaaS tech company. Their main responsibility is to provide outstanding service while managing high caseloads, which involves answering client calls and chats while researching and testing issues to solve open cases. To accomplish this, reps use a variety of internal tools, from their own demo accounts to Slack chats to the company's help center and internal SOPs. They also often collaborate with other team members if they need more help resolving a case.

Many of this company's support reps, particularly newer ones and those who regularly performed at or below expectations, struggled with managing high caseloads, especially during peak seasons. Additionally, newer reps often did not test more complex cases thoroughly and sent them straight to the senior support team, leading seniors to spend more time in the queue troubleshooting others' cases than completing their own important internal projects. Thus, the challenge was to create a simple and clear instructional solution that explained how support reps could manage their caseload and time effectively by utilizing the resources already at hand. 

I created a job aid demonstrating the steps support reps should take to research and test clients' issues, as well as how long they should spend on each step. Providing this info empowered reps who struggled with managing their caseload to set parameters on how long they spend on each step of a case. Additionally, the job aid encouraged newer reps to use their company's internal resources to the fullest and test issues as much as possible by themselves. As a result, they were able to develop their independence and confidence in their product knowledge, which reduced seniors' time in the queue.