Hey Xaver, if you’d like to hear my experiences in this branche as a full time support staff, shoot me an email with your Skype name and we can have a chat. We haven’t been chatting in ages anyways
I can not only share my experience with forms of payment and contracts, but I’ll also gladly recommend or warn you about possible applicants.
You shouldn’t use any trademarked names (not just those trademarked by Envato) and your username also shouldn’t be offensive.
Trademarked as in this?
They took care of microlancer already it seems
Reading that post, I was seriously doubting my English skills as I for the life of me could not look behind all the metaphors and sarcasm and find the real job offers behind them… Thank god I checked the calendar at once.
Hey, congrats on thinking about hiring!
I’m writing in the view of a support staff (not applying for the position here, just sharing my experiences)
How do you guys hire and pay someone? Daily, monthly, per resolved ticket, etc.?
–– 90% of my cooperations pay per the hour, as a flat rate per month usually does not satisfy either of both parties (either the support assistant works more than the flat rate covers -> unhappy, or there’s less work than the flat rate covers -> author unhappy. It’s never satisfying for both)
Is there any contract signed?
–– I never had a contract, but it’s not the worst idea to be honest. While I must say that two elite authors together still owe me more than $2000 (thanks xiao and artbees btw, great job!) and not even bat an eye about that, a contract would have helped, but in the end, if the partner is an asshole you cannot do much, especially overseas. I cannot say if freelancers rip authors off here of course, because I don’t do that and I’m not an author and don’t have experience here, so you would need to decide that for your own. At least have the conversation about the position written down somewhere so you can always refer to the terms you agreed on.
What if you find out that the people you hired are not good enough in term of support, do you just dismiss and looking for someone else?
–– yes, dismiss the person as soon as you can. Every day working with an undedicated support staff costs you money and time. Don’t try to look for the cheapest solution available to start with, because with low costs you oftentimes get low skills and low reliability. Look for someone who is available per email, skype or whatever so you can reach them. If they are not good or available enough, ditch them and move on. Look for someone who is dedicated and doesn’t just do that in their sparetime. If you’re hiring someone, first look at how fast that person is and how much they know, then look at their rate. Do the math before you go for something that looks like a cheap deal on the surface. (Someone who takes $10 and replies 10 threads per hour costs the same as someone who takes $30 but works three times as fast.)
How do you quickly know and fix the bug as now there are staff handling the support tickets for you (if you answer the tickets by yourself, you can know immediately that the issue is a bug or not).
–– not sure if I understand that correctly, but I have a close communication with the authors I work for and usually you can assign threads to other moderators or admins of the forum, so your staff can notify you about important threads, you get an email notification and can check it out right away. (also here, communication is important for that)
I got this support request of a first time poster in one of the author’s forums I work for.
Is this a language barrier issue or is threatening and disrespect really the way to go?
Is this the real life – or just a fantasy?
I don’t know what the point of this thread is really, but I wanted to share this.
Now on to helping them.
Hope you ain’t got such users!
I don’t like the color scheme at all …
in general it looks flat, low in contrast, bad spacing and no love added at all…
A bit disappointing
That’s just marketing. Any theme with color options, theme options, typography options, boxed, wide, 100% layout, slider, video, image header has countless “themes” built within them.
It’s just a multiplier of the options available, which easily makes every theme a thousand themes nowadays.
wooah this is a pleasure to my eyes! Fantastic, damn.