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Brief explanation about the support process
06-Nov-2019
In order for us to explain the way an expert gets a PLC job, you’ll need to understand the process and the terms used in the process. A short explanation of the terms:
  • Client: a company who is in need for (PLC) knowledge and/or support.
  • Expert: a person or company with PLC knowledge.
  • Open jobs are visible for every expert who meets the requirements of these jobs (knowledge of brand, type etc.). The open jobs are visible until the client reaches an agreement with an expert.
  • Expert selection jobs are only visible for expert(s) selected by the client.  
  • Rating and reviews jobs are rated by the client and the client can review your achievements.
  • Fixed rate: jobs can be done with a fixed rate or estimated hours for the job. A fixed rate means that the job is fully carried out for that amount.
  • Estimated hours/hour rate In contrast to a fixed rate you can perform the job for an estimated number of hours against your specified hourly wage. If the first estimation isn’t sufficient, a new estimation can be made in consultation with the client.
The way jobs are created is a one-way process and it all starts with the client. The client has a problem he or she wants to solve. This could be a malfunctioning PLC or a software modification of a PLC. These jobs can be registered by the client as “open jobs” or “expert selection” jobs.
 
Additionally, every client’s needs are different. For example, a malfunctioning PLC is (usually) an urgent problem that needs a quick solution. These jobs are rarely “open jobs” because these jobs force the client to wait for the response of experts. The process then works as follows: the client chooses the brand and type of PLC and describes his problem. After that, he usually selects one or more experts to get a quick solution. Experts with good ratings and who react fast usually get the job. A software modification is usually less urgent. A client has more time to choose the most suitable expert. These jobs are often “open jobs”. Open jobs are usually visible for a short period of time, the moment a client reach an agreement with an expert the “open job” disappears. 
 
Now about getting those jobs... 
The most important condition for getting a job is establishing trust with the client. The client might be in (pressing) trouble but he wants reliable support no matter what. So he wants to know who he is dealing with. Your reliability as an expert is therefore the first priority. Your hour-rate is seldom the leading factor. Follow the steps below to start getting PLC jobs!
  1. Get verified. The first step of the verification is filling in a short questionnaire to verify you possess the minimal requirements for PLC knowledge needed on SupportPoints. The verification process is free of charge.
Three days after you’ve signed up as an expert, you’ll receive an invitation by email with a link to the test to become a Verified Expert. This email may end up in a different folder like your spam, social promotions or forums folder so make sure to keep an eye out for the email. 
To make sure you won’t miss any important emails or notifications from SupportPoints, please make sure to add the following email addresses as safe senders:
Did you still not receive the invitation with the test? You can send a request the test by sending an email to technical@supportpoints.com.
  1. Enter the full details on your personal page and upload a good profile picture. After all, everyone likes to see the person they’ll be working with.
  2. Indicate your additional knowledge and skills. This could be just what the client is looking for! But remember to keep your story short and concise.
  3. Connect with your LinkedIn profile. This way, a client can check out your background and achievements and get a better idea of you as a person.
  4. Good ratings will help you get more jobs. Help the client to the best of your abilities and receive good ratings. These show up on your profile and is an indication to clients that they can trust you. 
Another important factor is responding quickly: 
  1. Make sure to tag yourself as available for urgent jobs. You can do this by selecting the urgent jobs button. You’ll get an SMS when a client selected you and wants your support. But be quick: if you respond too slowly, another expert might have snapped up the job already! 
Do you have any questions about this explanation? Please send them to marketing@supportpoints.com
 
Since many of you have done PLC jobs, we greatly appreciate any suggestions you might have for improving our process.
Please send them to info@supportpoints.com. We depend on your input to improve.
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