12/20/21, 10:44 PM Help Scout - Technical Support Specialist

0 Help Scout
Technical Support Specialist
REMOTE / CUSTOMERS TEAM - CUSTOMERS TEAM / FULL-TIME

SUBMIT YOUR APPLICATION

Resume/CV *

Full name *

Teofilus Hans Laheba

Email *

teofilushl@gmail.com

Phone

+6285868287080

Current company

Chemicloud

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 12/20/21, 10:44 PM Help Scout - Technical Support Specialist
12/20/21, 10:44 PM Help Scout - Technical Support Specialist

LINKS

Linkedln URL

https://www.linkedin.comiiniteofilus-laheba-59a4b874/

Twitter URL

GitHub URL

Portfolio URL

teofilushanslaheba.com

Other website

TECHNICAL SUPPORT SPECIALIST

What are your pronouns? *

He/Him

What city and country do you live iril

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Jakarta, Indonesia

How did you hear about this role? *

I heard about this role from WeWorkRemotely.

Why are you interested in working at Help Scout? *

As I began my career, I realize that helping other people achieve their goals and to
succeed sparks joy and self-fulfillment, and I found it as my passion that I want to pursue.
Moreover, during my career as a customer service representative, I always find that
different client has different problem and different solution and approach required. Thus, I
I enjoy the process of learning, investigating, and conveying the message to the ■

What three words would you previous teammates use to describe you and why? *
uuring my chilly WU1K Ill CUSLUFIlef service, I Unefl race cridlieriging clfill complicateu
issues with no exact solution, yet providing the most effective and efficient is my number
■
one priority so clients can experience the best service with the company. On the other
hand, this mindset of always being able to provide the most effective and efficient solution
doesn't come easy in one night. It requires experience and knowledge. Thus, in my free ■

time, I always try to dig deep into topics and materials that align with

Pretend you've got the job and respond to each of the following customer questions: 1. Help
please! Any time a customer writes in and uses the word "urgent" or "emergency" we want to
respond really quickly to their email, but this means that our team has to quickly scan every
email that comes in to see if the email mentions those words. Is there any way we can
automatically flag those words? *

Hello there,
Thank you for contacting Help Scout Support Team.

Yes of course we do have the way to automatically flag those words. At Help Scout, you ■
can achieve this by setting up the Automatic Workflow.

2. A new folder called "Needs Attention" just showed up in my mailbox, and shows that the
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12/20/21, 10:44 PM Help Scout - Technical Support Specialist

email I tried to send a customer is "Bounced." When I click into the "View details" page I see
"5.7.5 Permanent error evaluating DMARC policy" — I have no idea what this means! Can you
help? *

I I ICI c L.Cil I UG JCVCI CH I CCIJUI IN LI ICI L ykru 1 u 3CC1115 LI IIN III CI I ICIIIN ytru ClJ IU I WI I I I ICIIJ ../LAJUL.

It could be that SPF and/or DKIM are not validating, and your DMARC record has a
reject policy, or it could be that there's a problem with your DMARC record in general.
This means that the issue lies on the DNS records of your domain.

DMARC Records is an email authentication standard that's used to help protect a

3. Hey team, I've set up my domain's SPF record to match your recommendations, but I'm
still showing an error when I test it in my account. Can you take a look and help me out?
Here's a screenshot of what I have set up in HostGator: https://c.h1p.sc/d5uRb4w8 *

Hello there,
Thank you for contacting Help Scout Support Team.

Thank you for the screenshot, it helps me to determine your issue quicker. I really
appreciated that.

4. Hi Support! I'm using the API to update a few conversations in my Help Scout
mailbox, and I want to add the tag "updated" to each Conversation when I make that
update. When I do this, I also want all the existing tags to stay on the Conversation. Can
you let me know if I can do that, and if so, how? *
-
L. I_INL LJI VVIJI ILJVA/ L_LJI lUILICJI IN 611U cIL.LILJI IN 0' I I LLUN.// ULJL.N.I lelUNL_LJUL.LJI I I/ di 1.11_1C/ -JUL-

workflow-conditions-and-actions
3. Running Workflow -> https://developer.helpscout.com/help-desk-
api/workflows/conversations/

Let me know if that helps and if you have another questions feel free to contact us.

ADDITIONAL INFORMATION

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 12/20/21, 10:44 PM Help Scout - Technical Support Specialist

Add a cover letter or anything else you want to share.

/
U.S. EQUAL EMPLOYMENT OPPORTUNITY INFORMATION (Completion is
voluntary and will not subject you to adverse treatment)

Our company values diversity. To ensure that we comply with reporting requirements and to
learn more about how we can increase diversity in our candidate pool, we invite you to
voluntarily provide demographic information in a confidential survey at the end of this
application. Providing this information is optional. It will not be accessible or used in the hiring
process, and has no effect on your opportunity for employment.

Gender

Male \/

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Asian (Not Hispanic or Latino)

Hispanic or Latino
A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race.

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A person having origins in any of the original peoples of Europe, the Middle East, or North Africa.

Black or African American (Not Hispanic or Latino)

A person having origins in any of the black racial groups of Africa.

Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino)

A person having origins in any of the peoples of Hawaii, Guam, Samoa, or other Pacific Islands.

Asian (Not Hispanic or Latino)

12/20/21, 10:44 PM Help Scout - Technical Support Specialist

A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including,
for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam.

American Indian or Alaska Native (Not Hispanic or Latino)

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A person having origins in any of the original peoples of North and South America (including Central America), and who
maintain tribal affiliation or community attachment.

Two or More Races (Not Hispanic or Latino)

All persons who identify with more than one of the above five races.

Veteran status

I am not a veteran

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