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Springboard

Journey Support Team

   PlatformApplicable to all products in Temenos Journey Manager.  |   Support

A Journey Support Team is a technical persona focused on the maintenance of the Temenos Journey Manager. This includes monitoring system health, receiving and responding to alerts, troubleshooting by reading logs and answering technical questions about the platform, and the application(s) built on the platform. In addition to answering questions, the Support Team will need to diagnose hardware and software faults and solve technical and application problems, either over the phone or in person. They will also need to liaison with other experts on the platform or application to resolve or flag issues. The Support Team personamay also include producing procedural documentation and relevant reports.

Example tasks of a Journey Support Team include:

  • Attend to any support issues arising from regular monitoring or as reported by the business.
  • Ensure implementation teams are kept up to date on any new releases or patches that need to be applied to the test and development environments.
  • Provide support to implementation teams when required.

Prerequisite Skillset of the Support Team

  • The ability to think logically and possess a good memory of how the platform and application work.
  • Effective listening and questioning skills combined with the ability to interact confidently with clients to establish what the problem is and explain or document the solution.
  • The ability to work well in a team.
  • Strong problem-solving skills and customer/client focus.
  • Depending on the technical aspect of their persona - will they be supporting the platform and business users of the application or only the business users - a background in computer science, information technology, or experience working with software and hardware, web-based applications.

Objectives and Goals of a Support Team

  • Assist users with Level 1 and Level 2 tier support issues.
  • Resolve support issues as per any support agreement.

Next, learn about the System Administrator persona.