Happy having you onboard in the Customer Success team!
The chapters in this part of the Knowledge Base describe established support processes. Wingtra is a young and dynamic company that embraces change - please iterate processes and update the documentation whenever a process needs improvement!
All team members (aka wizards) are smart people that want to get things done and work pro-actively. We are all happy to help.
- If you are unhappy about anything, approach somebody. If not sure whom, approach Jasna or any member of the team.
- If you feel, you do not get the right work packages, approach somebody.
- If you have a question, approach somebody.
For getting started in our team, you will need to make yourself familiar with our work culture, the Wingtra products, and the processes described in this knowledge base. We will do onboarding meetings where we go through the different topics and processes.
Please read all articles in this section of our internal knowledge base! Read also the "Getting around as Wingtranaut" part in the Wingtrabook (login admin@wingtra.com // GoRadical42).
Team organization and tools
Onboarding meeting with Jasna to get a first overview of the way the team is organized, our tools and processes. Jasna to make sure that the new member has a Wingtra gmail account and access to GoogleDrive. Also, to make sure that the new member has access to the Wingtrabook.
Customer Success - Team organization
Support tools - needs update
Meetings and tasks (ClickUp)
Meeting with the onboarding manager to help in ClickUp setup and explain how we organize our projects and tasks and how we do our meetings.
Work with tickets
Meeting with the onboarding manager or Tomislav to set up the Hubspot account.
How to work with Support tickets in Hubspot - needs update
Support Guidelines and Best Practices
How to classify Support tickets
Best practices for escalating a ticket
Set up and learn about the phone system in Hubspot
How to make calls using Hubspot
Wingtra Knowledge Base
Guidelines on writing a KB article
Go through ClickUp lists relevant to the knowledge base articles
Shipments and return shipments
Meeting with onboarding manager to explain how to create a deal, set up a shipment and organize a return shipment.
Relevant articles:
Getting started with WingtraOne
Meeting to explain the flight planning process and go out to fly with the onboarding manager.
1. Watch the WingtraOne Basic Operator Course
2. Read the following knowledge base sections:
Learn how to geotag and post-process the WingtraOne images
Meeting to go through WingtraHub and the post-processing workflow.
1. Read the following knowledge base sections:
Hardware and replacements
Meeting to explain the hardware and software and how WingtraOne flies. Also go through basic replacements.
Read the following sections:
Flight log analysis
Meeting to go through WingtraExplorer and explain log analysis