CNMCyber Customer Support Contractor Guide
Last updated
by
Mira Kudrevatyh
## **Overview**
The CNMCyber Customer Support role exists to guide and support new and existing participants on our platform, ensuring a smooth onboarding experience and ongoing engagement. This role is essential to maintaining a welcoming, informative, and responsive environment for all users.
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## **Key Responsibilities**
### **1. Managing the Welcome Space**
* Regularly review and update content in the **Welcome Space**, including:
* **Welcome Page**
* **Careers Page**
* Ensure text, images, and links are accurate, beginner-friendly, and reflect current program offerings.
* Recommend improvements to increase engagement and clarity.
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### **2. Organizing Common Hour Events**
* Schedule and coordinate **Common Hour sessions** weekly (Tuesdays, 8:00 PM EAT).
* Ensure each event:
* Follows the [Common Hour SOP](https://cnmcyber.com/s/common-hour/custom_pages/view?id=11)
* Is announced in advance on the platform
* Has clear topics and designated moderators
* Provides a space for live Q&A and participant engagement
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### **3. Maintaining the Common Hour Virtual Room**
* Monitor the **Jitsi-based virtual room** at [talk.cnmcyber.com/common](https://talk.cnmcyber.com/common) to ensure:
* It remains active and functional 24/7
* Titles, welcome messages, and participant permissions are updated regularly
* Any technical issues are reported immediately to CNMCyber Tech Support and followed up until resolved
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### **4. Handling Registration Support**
* Manage the **[register@kenyaX.com](mailto:register@kenyaX.com)** support email inbox.
* Provide timely assistance to users facing issues with:
* Registration via Opplet
* Login to [CNMCyber.com](http://CNMCyber.com)
* Access to specific spaces or pages
* Maintain a friendly and supportive tone in all communications.
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### **5. Collecting and Analyzing Feedback**
* Collect participant feedback from:
* Common Hour sessions
* Emails and inquiries
* In-platform discussions
* Summarize key insights and relay them to relevant CNMCyber teams.
* Keep the **FAQ section** in the Welcome Space updated with:
* Common questions
* Updated answers
* New concerns raised by users
### **6. Coordinating Weekly Development Meetings**
* **Schedule weekly development meetings** using the WiseNxt Google calendar to ensure consistent team collaboration and progress tracking.
* **Include clear details in each calendar event**, such as:
* A summary of previously discussed topics
* The **YouTube link** to the previous meeting recording
* What attendees should **review or prepare** ahead of the meeting
* A link to relevant **CNMCyber.com discussions or documentation**
* A brief **agenda** or list of what participants can expect
* **Join the meeting at least 10 minutes early** to prepare and ensure technical readiness.
* **Welcome participants**, facilitate introductions, and **moderate the discussion** to keep it structured and productive.
* Ensure key points and action items are captured for follow-up in future sessions.
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## **Weekly Operations Checklist**
* Review and update Welcome and Careers pages
* Schedule and prepare for Common Hour session
* Check the Common Hour Jitsi room functionality
* Respond to all emails in [register@kenyaX.com](mailto:register@kenyaX.com)
* Review new feedback and update FAQ section
* Report any technical or onboarding issues