Remote support agent guide

• Apply from https://app.ifixedit.io. After you apply, the app shows Application under review.
• The last step is a 15-minute verification call. Tap Schedule verification call and pick a time. The invite and the video call link arrive by email.
• Tap Check status to see where you are.
• While you wait, you can use the app as a customer.

• On approval you get an in-app notification and an email that says to sign in and start handling tickets.
• If an application is not approved, you get an email and your customer account stays active.

• Switch on Available for chats on Home. Chats already waiting for a person route to you the moment you do.
• Turning it off stops new chats. Chats already assigned to you stay with you.
• Signing out turns it off.

• You see the tickets assigned to you and the queue of tickets waiting for a person. Other tickets are not shown to you.
• Tap Take next ticket on Home, or open Work and tap Take next.
• The queue serves priority sessions first, then everyone else by how long they have been waiting.
• You see the customer's first name only. Everything else happens in the in-app chat or call.

• Open a ticket to reply to the customer.
• When a ticket is assigned to you, you can see the customer's earlier tickets and jobs, and how each one was resolved.
• You can hand it off to another agent, escalate it to a technician, or report the customer.
• Entry Level Agents may need admin approval to send a paid technician visit. Level 1 and up can send one without waiting. On-site visits are opening area by area, so a visit is not available everywhere yet.
• When the problem is solved, open the Resolution Center, write what was done and the outcome, and tap Mark as Resolved.

Tip. Never move a customer to personal phone, text, or email. Keep it in the app.

• Customer ratings and comments are in Stats, under Reviews.
• Levels: Entry Level Agent, then Level 1 at 20 tickets and a 4.5 rating, Level 2 at 50 tickets, and Level 3 at 200 tickets.
• Senior levels get routing priority and a 90-second head start.
• Fast first replies earn points: 30 within 2:30, 20 within 5 minutes, and 10 within 15 minutes. They also unlock achievements.

• Agents earn a flat amount per resolved ticket. An admin sets the rate, and Profile always shows the rate that applies to you.
• Open Profile and look under EARNINGS for this month and all time.
• Under PAYOUTS, tap Set up payouts to connect a bank account.
• Payouts are automatic: paid weekly on Friday for tickets resolved through the previous Sunday, with a $25 minimum. There is no Withdraw button.
• Once you are connected, Profile shows your available balance and a link to your payout account.

Tip. This guide does not say when the money reaches your bank. That depends on your bank.