Skills Test: Technical Support: Skills Test If you’ve made it to this skills test, it means you’ve shown that you’re a good writer. At Order Desk, that’s important because we don’t treat our customers like numbers. Instead, we approach each ticket as a unique challenge, allowing every customer to receive a carefully crafted and personalized solution to their often intricate issues. This means that macros/canned answers aren’t in our team's arsenal. That said, we’re trusting that your responses to the skill test are authentic and original. We want to know how you would write to our customers — not ChatGPT, haha. We are not expecting you to be an Order Desk product expert. The information shared here or on our help guides are more than enough to use as a resource. We’ll look at your ability to understand the customer’s unique situation and write a cohesive answer, in your tone of voice and with fairly accurate technical info. 1. A customer writes in and says "I've been trying to push my orders, but they aren't pushing through! This has been happening all day. I really need these orders to go through ASAP or my customers will be really upset, and I'm going to lose money. Please fix this!" The issue is our fault, but our developers haven't figured out how to fix it yet. Write your response to the customer. 2. Write your response to this customer who’s created a store with us and has been working to set it up for a few weeks. You’ve never worked with their store before but you know another team member (who’s busy working on their own tickets at the moment) has seen it before. Hey team, I’m building my own custom integration to Order Desk’s API but for some reason my orders aren’t showing up in my store. Can you tell me what’s going on? Stephen Jr Developer Printosaurus 3. A long-time customer of ours who has multiple Order Desk stores with thousands of orders per month in each of those stores regularly writes in for help with little issues and errors that come up frequently for them. Despite writing to support once or twice a week, every time they contact us, they do not include the name of the store or the order number where the issue is happening. Because of this, it takes longer for them to get the help they need, and it adds extra busy work to your day each time you have to ask them for more information before you can help them. However, on many occasions, even without the store name or order number, the issue is unique enough that you might be able to find out the information you need without asking the customer to provide it, but if you do, it will likely take you at least 20 or 30 minutes to track down the order they're referring to with no guarantee you will find the information. Instead of writing a response to this customer, tell us what you think is the best approach for responding the next time they write in and do this and why. 4. Answer the following customer email to the best of your ability using our Shopify Integration guide as a reference. Hi, this is Michael. We heard about your services and were thinking of using your app to help us fulfill orders that are currently stuck in Shopify. I had a quick look but couldn't find how to do what I need with Order Desk. Can you integrate with specific orders from Shopify without uploading a CSV? We have multiple fulfillment partners that each need to be assigned following their products. But our warehouse downstairs is not already working through Shopify. We only need to find a way to get their purchased products to them by bringing their orders to Order Desk. They can receive their orders many different ways, so we are not concerned with that part of the process, but we don't know how to get their orders to them without also sending all of our other partners' Shopify orders and products to them too. I need to ensure this platform does what I'm expecting and also need guidance on how this can work. Thank you, Michael Scott 5. Reply to the following question from one of our newer customers. We have no visibility into their FTP server and no further info on what’s happening. You may use our guide on How to Import a Spreadsheet as a reference. Hey, I uploaded a file to my FTP server and nothing is updating in Order Desk. It’s just blank files on the report. I need this fixed ASAP!! None of my shipments are going back to Amazon and I’m losing revenue by the minute!! Bob 6. This email came in from a long-standing customer who has many stores with us. Write your reply to them using our Print on Demand Fulfillment guide. Hello Order Desk Support, My order metadata is all wrong! I don’t need all these details from WooCommerce to be sent to my printer! I just want to send a different SKU completely to the printer. Can you help me with changing my SKUs and fixing the metadata? If this doesn’t work I might need to consider another app. Sharlene Crab Cake Consortium

Skills Test Continued: 7. Nick’s partner Jervis at NYC Merch Guys wrote in asking us about this feature 3 months ago and we explained that we couldn’t implement it right now. This is a pretty specific request that would only benefit this store but could impact the rest of our customers negatively since they don’t all want changes copied across all their stores depending on their workflow to fulfill orders. In your own words, how would you follow up with Nick on his request? Hey guys, I really need you to implement a new feature where any changes I make to a store happen on every single store I own. Can you add that feature in your app for me? Nick @ NYC Merch Guys 8. Order Desk is a complex software that requires an analytical mind and the ability to troubleshoot issues and workarounds with little guidance. This is because the problems our customers bring to us are unique to them and not applicable to any other business. Your knowledge of the app will be the foundation, but your ability to think of solutions that have never been used before is the essence of what Order Desk is about. With that in mind, please take this opportunity to share with us specific details, examples, information, or experience you have with software or other complex systems that have required creative thinking and troubleshooting to figure out. You can also tell us about the process you use to troubleshoot difficult customer experiences, with an example of a time you’ve used that process before. This does not need to be work-related experience, but rather anything that you can share to give us an idea of your technical aptitude.