WorksheetsSOPs
Total questions: 21
Worksheet time: 11mins
Has an SOP been created for the new RS macro form?
yay
ney
possibly
Where you can find all of our SOPs?
Drive > Operations > Support > Rider Support/Charger Support > SOPs
Drive > Bird EMEA 2019 > Operations > Rider Support/Charger Support > SOPs
Drive > Bird EMEA 2019 > Operations > Support > Rider Support/Charger Support > SOPs
Where can you make a request for a new macro to be created?
With Claudia directly
Through the macro slack channel
On a google sheet
What are the types of SOPs do we have within the Bird Drive?
Operational
Profesional
Personal
Organisational
How should you handle a Rider writing in using aggressive language?
Be aggressive back
Delete their account
Escalate to T&S
Escalate to a manager
Who takes care of Rider ID checks?
US team
BPO agents
Onboarding
When you escalate a ticket for a nest removal, what status should you submit the ticket under?
Open
Solved
On Hold
In the case where a municipality asks for a nest removal, to which Slack channel would you escalate to?
#nests
#intlnest
#bponest
In which situation would you not delete a CC once a request has come in?
Rider would still like to ride
Rider has another CC attached to his account
Rider always leaves a positive review
Rider has a negative balance
If we haven’t received the last four digits for a CC delete, once requested in which status should we submit the ticket?
Open
On Hold
Solved
Pending
Generally, do T&S handle community mode tickets for Rider Support?
yes
maybe
no
Who handles community mode tickets?
Rider Support
Mech Support
Charger Support
T&S
Who is your POC for Bird Retrievals in the SOP?
Noé
Thalyta
Samori
Which assignment macro should you apply if more than one Bird need to be retrieved?
ALL::Assignment::Bird Retrieval EMEA
ALL::Assignment::EUROPE::Mech Support LANGUAGE
ALL::Assignment::EUROPE::Trust & Safety LANGUAGE
Select the issues that should be escalated to Payments
Rider Fraud linked to payments
Charger inquiring about the status on their payments
Riders with negative balances
Account deletes
Who can mark Birds as damaged?
Rider Support
Mech Support
Charger Support
Vehicle Ops
Select the issues that should be escalated to T&S
Personal information request (GDPR)
Impounded Birds
Thermal Birds
Raging Charger
What does IP routing mean in Zendesk?
A ticket that does not show the Charger's location
A ticket that has been answered in the wrong language
A ticket that has been submitted with the wrong tags causing it to not be visible by the correct language groups views on Zendesk.
How can an outage been identified?
Through Tickets
Through Slack Channels
Asking a Neighbour
Select the information should be gathered to report an outage?
Device
App version
Profile of the user (chargers/riders)
Markets involved
According to the SOP, who should be presenting the Support Stand up?
Supervisors
Manager
Ops Specialists
