What the heck is PSS?
- Julianne Golemon
Simply put, PSS (Product Support Specialist) is the front line for MyShopManager's customers (shops) to contact with questions and concerns. We answer incoming calls and receive a majority of the tickets and emails when they first come in. In addition to working closely with our customers we also address software related questions and concerns interdepartmentally. If PSS can answer or resolve these questions/concerns within 10-15 minutes then we will generally handle it fully, if we are unable to resolve it within that time frame then we may need to escalate it to TSS, the Account Managers, or Management.
A LOT of what we do in PSS varies from day to day but the links provided here will cover a majority of what you can expect to encounter. The links above are the pages we will generally have open on a daily or weekly basis with the exception of Outlook, Gmail, Outlook Calendar, and 15Five. The links to the right are ones you will not need to have open at all times but you may want to bookmark them in your browser so you can access them easily when you need to.
🔹🔹Just like our online platform is a constantly evolving system; PSS is a constantly evolving department. What we are doing now is completely different from what we were doing a year ago which was already different from what we were doing the year prior. A somewhat "unspoken" or "intangible" part of PSS is the ability to adapt to those changes and think on your feet.