First level email, phone and chat support (Phase 1 – first month)
o Setting up new agent profiles
o Trouble shooting and fixing configuration issues
§ Password reset
§ Help logging in
§ Database settings
o Trouble shooting / verifying / replicating bugs.
§ Create task in Jira. (bugs only, not new feature requests)
§ Make sure right person gets assigned from development or Adwords team
§ Monitor progress in Jira, make sure it goes through Q&A
§ Follow-up on client requests with assign team member.
§ At least one follow-up with the newest progress email to client and team every 24 hours
to keep them up to date.
· Monthly status calls: (not part of phase 1. Planning to implement May 1st)
o Sharing best practices
o Comparing current progress / methodology with our top performing teams
Main point of contact for new clients
Schedule and conduct 4 - 5 onboarding calls with each new client
Manage project plan and task list associated with each new client, sub projects include:
Video production (assign to task producer and send to client for approval when done, communicate changes to producer). Coordinate Content Agreement and make sure client signs through Docusign prior to seeing the website draft.
Adwords: Assign the configuration on an Adwords account to the Adwords specialist with the configuration requirements received from the client (e.g. monthly Adwords budget, minimum home price for a home that a consumer looked at before signing up, and location requirements for the leads).
Add database records and configure client’s settings
Included in some projects only:
Wordpress site: If client wants customized content on their website, collect menu items and content from client and assign programming tasks to Wordpress Specialist)
MLS / RETS feed coordination. If the client is in an MLS we don’t already have clients in, Google the contact information of the MLS in the client’s area and coordinate the process for getting access to the clients’ MLS.