November 2025 Statement of Understanding - International Team

Acknowledgement and Sign Off


A red asterisk (*) indicates required questions.

  1. Employee ID*


  1. Full Name (Last Name, First Name)*


  1. JustAnswer Partner Site*
    UK
    DE
    ES
    JP
    JP CSI


  1. The update was discussed to me by:


  1. The update was discussed to me on (mm/dd/yy):*


  1. SOU Topics:
    • Agents must promptly escalate the ticket to TL/SME if the customer requests to speak with a supervisor and the agent accepts the request.
    • Agents should reset their Five9 password as soon as they receive the prompt—do not wait until the last minute.
    • Agents must keep their JA Teams account active during work hours and respond to messages, including those tagged with "@everyone" or their name.
    • Agents should understand that a chargeback is when a customer disputes a transaction with their bank, and JA aims to prevent this through proper handling.
    • Agents must log in to QMG and review the previous week’s audits every week.
    • Agents should review the customer’s question page for PII and mask it if present.
    • Agents must know the difference between a refund and a voided charge and be able to explain this to the customer. If unsure, they should consult their TL.
    • Agents must practice dogfooding by using the JA site once a month to stay familiar with the platform.
    • Agents are required to add an issue tag to every ticket—no email or phone log should be left untagged.
    • Agents and TLs are encouraged to submit suggestions for Zendesk updates, predefined responses, or quality improvements through the provided form. https://forms.office.com/Pages/ResponsePage.aspx?id=d1F_hzuBfEqWDPLDShDTh8VoS0A_caJDp9MDeqjFJZ5URVkxV1lBRVg2MDM4WjRPWE80NzlVNVo2Ry4u


    All the items above have been properly discussed and I hereby confirm my complete understanding and acceptance of the contents stipulated herein.

    Please select "I understand/I acknowledge" to confirm your acknowledgment.

    I also understand that if I have questions regarding the topics listed above, I will consult with my immediate supervisor.

    Please select "I fully Acknowledge, but I have question/clarification that I need to raise" if the topics are not clear to you.
    *
    I fully acknowledge
    I have question/clarification that I need to raise


  1. If you selected "I have question/clarification that I need to raise", please provide the questions that you would like to ask.*




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