Table of contents Introduction Duties of Support Technicians Daily Routine Mental Energy Kick-off Low-Hanging Fruit/Fire Patrol Unassigned versus Assigned Creating and Contributing to Product Feedback #QueueHealthHabits Decompress Time Principles of Providing Excellent Support Frictionless Support Knowing the Product Providing an Effective First Response Getting to Resolution Communicating Effectively (aka the "Tone Guide") Communicating as a Team Team Roles Using Slack Weekly Meetings Documentation Docs Responsibilities for all Support Technicians Responsibilities for the Docs Project Manager Writing Online Docs