THE BROADER ROLE ATLAS
Support Specialist
Receives cases, follows authorized procedures, preserves references, and escalates work beyond those procedures.
WHAT YOU SHOULD GET
A working support process and escalation path.
BRING TO THE CONVERSATION
The relevant product goal, current work, constraints, and decisions this person is expected to own.
ASK THIS PERSON
- What information do we collect when a user reports a problem?
WHERE THIS FUNCTION CONTRIBUTES
Find the role along the route.
Agree on the actual assignment for your project. Several functions can belong to one person.