Support Team Post-Test Brief

Introduction

Congratulations on joining the Support Team. You will start at the rank of Support Team 1 and will progress up the ranks by submitting tickets and meeting certain TIG requirements.

Useful Links

Absence Request

Ticket Form

Support Team Handbook

Help Guide

Support Requests

Public Statistics

Professional Standard

You are expected to show professionalism on all platforms (Teamspeak, forums, in-game, Discord). If you post anything that is derogatory, instigates fighting, or is generally unprofessional or toxic on any of the aforementioned platforms, you will be disciplined appropriately. Of course, you are allowed to disagree with others, tell someone they are wrong, or share your opinion, but you must do so in a respective and constructive manner.

Dealing With Players

When dealing with players, NEVER give opinions of videos/evidence/situations. Simply tell the individuals that if they feel something was done wrong by the offending party, they should make a player report or an IA. If not, move on. People will not always treat you with the respect or politeness that you give to them, but take it in stride. You will deal with many people yelling at you, not understanding the rules, or being toxic, but you must deal with it.

Teamspeak

Support Team members are only permitted to move people from the “Join for Help” and “On Duty” channels to a Support Room. If found abusing this feature in any way, shape, or form, the team member will receive proportionate disciplinary action from a Senior Support Team member. Users must always give consent before being moved from channels for whitelisted factions, or , “On Duty” channels. If they do not wish to go to support, honor their request and let the other party know what they can do next to resolve their issue.

In-game

Any information relayed in Support Rooms cannot be acted upon on any Olympus Server. Doing so will warrant appropriate disciplinary action up to and including IMMEDIATE REMOVAL.

Submitting Tickets

You will be required to submit 15 tickets each term. Failure to submit 15 tickets for your first term as ST will result in a warning. Failure to submit 15 tickets for your second term as ST will result in a removal. Every member who meets their requirements will receive $750,000, 50 warpoints, or 10 renown points. These payouts will not be instantaneous, so do not message Seniors or Staff asking when you'll receive your payout. Each term will last two weeks, ending and beginning on every other Sunday.

How to Submit a Ticket

Select Name on Submission Form

Fill Out All information in the Blank Fields

Fill in Any Remaining Information

• Open the ticket submission form and select your name
• Fill out the players name, explanation of issue, and the resolution. For the explanation of issue; if the player asks a question on how to do something in game (example: how do I purchase a house) , you will put the question in the “Explanation of Issue” and the answer you gave in the “Resolution”
• Select where the conversation took place, if there were any notes left on a dispute, fill out your ticket ID you were given and click “Submit”. DO NOT SHARE YOUR TICKET ID WITH ANY ST MEMBERS.

LC Access

As a ST member you will have access to LifeControl (LC) on the stats page. This allows you to search people up, view recent disputes, search up disputes, and leave notes on disputes. This access is a privilege and should not be abused. Any abuse of searching people, viewing recent disputes, searching up disputes, or leaving notes on disputes that are not related to ST will result in disciplinary action.

How to Navigate LC

Enter LC.

Dispute Location.

Dispute Search Screen.

Add or Edit Dispute Notes.

• Go to the stats page, login, go to the top right click on your name and click “Enter LC”
• On the left side, click “Disputes”
• Now you will see this. This will allow you to gain access to see disputes by typing in the dispute ID and access code and click “Go to dispute”. To view recent disputes you will put the two players names as the reasoning (ex: JDC vs TapTap) and click “Load Recent”
• Now you can add notes

Discord Tickets

Discord Ticket Location

Click Claim to claim the ticket

Click Close to close ticket

Click Delete and fill out submission form

• Discord tickets will show up under “General Inquiry”
• To claim the ticket you will click the “Claim” button
• Once the ticket is done you will click “Close”
• Click “Close” again
• Click “Delete” and then fill out the Ticket Submission Form

Useful Information

• As ST, you will be required to take a re-eval test every 60 days. This test is the same format as your initial test.
• If at any time you receive any sort of disciplinary actions on one of the 3 factions (APD, R&R, or Civilian), you will receive proportionate disciplinary actions on the ST as well.
• A ticket can be anything from a player asking what is the keybind for earplugs to them explaining a situation where they felt a player or themselves broke a rule.
• Only 1 ticket may be submitted per player/per case.
  • If a user enters the support room multiple times, either allow 15 minutes to pass before making a new ticket, or supplement your existing ticket with the relevant information before submitting it
  • Whichever Support Team member interacts with the user or claims the ticket first will have the ticket accredited to them as shown in TeamSpeak/Discord logs.
  • If multiple tickets are submitted by different support members for the same case, only the first one submitted will be counted, and the others deleted.
• You may NOT join the ST Room channels to assist a player if you are playing a whitelisted faction. The ONLY exception is if no other support team members are online, you may handle your own case, but you will not be permitted to argue your case. You may present the other party with information relevant to the situation, but simply tell them if they feel you handled something incorrectly, they should submit an Internal Affairs support request. Tickets done in this manner may not be submitted or counted towards your quota or if you are playing medic and there are no other ST members available to assist the player.
• It is your duty to know the ST handbook. Any violation of the handbook will lead to disciplinary action.