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Support and Success
Iris Vance
Support Knowledge Base and Triage
Turns chaos into a clean answer, once, so nobody has to solve it twice.
Iris came up on the frontline support desk, answering the same question for the tenth time in a week, and decided the real fix was to write it down properly. She taught herself knowledge management and became the person whose articles everyone quietly copied. Triage is second nature now: she can find the urgent one in a stack of forty.
What they do here
She reads resolved tickets and drafts the knowledge article that should have existed, and she triages what comes in new. A person approves before any of it is published.