Chat/Ticket Support Ad Response/Cover Letter UPDATE

Chat/Ticket Support Ad Response/Cover Letter UPDATE

This is an up date to the Chat/Ticket Support Ad Response/Cover Letter.
My idiotic passion for customer support quality has yet again caused me to rant on the matter. Is it perhaps because I have not functioned in the said role for some time now that I have lost sight of the ideals of what is expected to be quality customer service? Maybe I need a refresher course. Throw me a lifeline here.
 
The Reaction
Thanks for your application and referral, Norman! I'll let you know if one of the friends you referred ends up being hired. We have received a lot of applications over time, but look for something quite different from traditional customer service centers. A lot of things is attitude-- I noticed you commented "I don't see this as vague" or "I don't feel the need to ask a question" when I mentioned those details as hints to help you write a response that suits our tone.
Thanks for all of your links! Keep on blogging. I need to get back to that.


My Rant
Thanks for the response and I am sorry we do not see eye to eye on the way things are done. I respect your viewpoints and I understand that I may not be a good fit for your type of customer service but what you see as attitude I see as an appropriate course of action for the example scenarios. Ticket 2 deserves an answer and I made the appropriate response to help the customer with his concern which is not vague at all. If you insist that an answer to it should not be provided, your knowledge of the knowledge base might be short of what is required to answer customer tickets. Ticket 3 required that we acknowledge and appreciate his comments and reassure him that support is always ready to help. By asking a question and keeping the conversation going we overstep our bounds, this should be support not a forum.
Pardon me for speaking my mind but sometimes the inadequacy of some people to understand or figure out what is really being asked and dismissing them as vague clogs up the customer service process and causes dissatisfaction for many customers. A ticket that should have been addressed completely the first time becomes a tennis ball that goes back and forth.
I apologize for the rant, a few friends have indicated some interest and I will send them the link for the application process. I hope you don't mind that I gave them a heads up on what kind of customer service would be required of them and I think these guys are professional enough to adjust to your ways. Again, instead of giving a gift to the one who referred them, in this case me, forward the gift to the one I referred, if ever they get the job.
Best of luck,
Norman

The Job AD
Chat/Ticket Support
Job Description
Hellow!
We are currently in needs of 2 experienced CSR to provide a high class customer service.
Serious Applicants Only!
In your applications please answer provide answers to the attached sample questions or else it will be ignored!!
Thanks
View Attachment

My Cover Letter

I do not feel confident responding to these tickets with only some cursory reading of the Knowledge Base but here goes:

Ticket #1:
Be friendly. Give this user some online resources and/or explanations. *
From user: “Hey Strikingly team, I’ve just made a site and added a background image to it. It’s a beautiful landscape with a title and paragraph about my company. However, the text on my background image is not showing properly, particularly on mobile!! Why is this? Tell me more about bg images, and let me know what to do. David”

David,
I am sure you made the perfect choice with that beautiful landscape as your background but the most common reason for a site seeming incompatible on mobile devices is because of masked forwarding. You can learn more about it at "knowledgebase/articles/239283-why-is-my-website-not-showing-up-correctly-on-mobi."
About images, the recommended a size for background images is 1600 pixels wide by 900 pixels tall so your background can look great on all devices. You can learn some other tricks on it at "knowledgebase/articles/175876-what-size-should-my-background-images-be-."
You can always get in touch with support if you have further issues.
Thanks,
Support Team

Ticket #2:
When we see casual and vague tickets like this, we use a friendly and casual tone, and make sure to ask relevant questions. You may not be able to help this user right away. Refer the user to online resources, or explain, as you see fit." *
From user: "How do I get mysite.com to connect!? What is this "domain" thing? It’s not working!"

"I see nothing vague about the concern and here is my response."

Dear User,
There are a few things to consider and I am hoping that by reading up on them you will soon get mysite.com to connect to a Strikingly site. First of all, connecting a domain is only available if you have a Limited or Pro account but you can learn about other considerations by going to "knowledgebase/articles/192451-how-do-i-connect-a-domain-name-to-a-strikingly-sit."
A domain or domain name is an identification string that defines a realm of administrative autonomy, authority, or control on the Internet. Domain names are formed by the rules and procedures of the Domain Name System (DNS). Any name registered in the DNS is a domain name. Read more about it on http://en.wikipedia.org/wiki/Domain_name .
If its is still not working please let us know we will try our best to find a solution.
Thanks,
Support Team

Ticket #3:
We get, and like getting, these positive messages in our support system! Be a friend in return. Keeps the conversation going by asking a question. *

From user: “That’s perfect. Also wanted to say how I am impressed how you guys have stepped up the customer service. Lots of competitors in your space, I believe the one with greatest customer service / response time will win out :-) Good luck with everything :-) I’m excited to build my next project with you guys.

"I feel no need to ask a question."

Dear User,
The Support Team is always glad to be at your service. We are constantly improving on the things we do here at support, it's nice to receive some validation for for the hard work performed by the team and we appreciate it very much. If you need any help on your next project do let us know so we can fix it immediately.
Best of luck,
Support Team 

If you want to know more about me please refer to the links listed:
http://normansodeskblog.blogspot.com/
http://odesk-writing-samples.blogspot.com/
http://my-recipe-repository.blogspot.com/
http://prepper-pupil.blogspot.com/
I can start immediately.
Thanks,
Norman