Premium Support is geared towards high touch experiences. That means, whenever we have the opportunity, we want to proactively service the needs of our customers, versus directing to self service options.
When AMs or customers are having trouble completing certain tasks such as, inviting a new user or coworker, we have an opportunity to exercise this proactive support by taking these steps for them!
Premium Support has access to a tool we can use to help a client quickly and efficiently. We have the ability to add ourselves to a client’s team as an Admin, aka Buyer Manager, in order to take certain actions within the client’s account.
**We are not permitted to:
- Make Payments
- Add/Remove Payment Info
- Send Offers
- Name Changes
*Company address can be updated by accessing Task 23. Update Client company's Contact Info https://int.upwork.com/obo/ng/tasks/#task23
1. From the CL OBO account
- Under Own Companies copy the Company Record ID
2. In CSS Note, add your note using the proper CSS format
- ID > wrench > Companies
- In CSS Note, add your note using the proper CSS format
- Go to Join to company section > Enter Company Record ID > select proper company
- Select Role > Buyer Manager
- Click Join Company
Then:
3. Log into your Upwork account
- Select company context
- Select settings > Members & Permissions
- Select team
- Invite new user > enter email address > enter welcome message > acknowledge confirmation popup
*If no account, the user will be invited to create one. If existing account, the user will be invited to join the team
**If the customer is not receiving the invite, add via OBO
4. Remove yourself from the team
- From OBO companies page
- Click radial next to the company you want to leave
- CSS note in the proper format
OR (best option) Leave the team from Members & Permissions as soon as you are done making adjustments, alternately you can unjoin the team in OBO
**If user has an Upwork account and will have full admin, you can add them by following the same steps you would in order to add yourself. Be sure to sudo in after to check your work.
**If the customer is not receiving the invite, add them through OBO
***For existing users, Invitations must be sent to the email address associated with their current email address on file.