Describe what experience/capacity you have in providing a staffed-helpdesk facility.
COS has adopted industry standard tools to facilitate user support and service administration for its growing user base of 50000+. Helpdesk staff uses tools such as desk.com Zoom Slack Google Groups and ScreenSteps to respond to user questions and feedback submitted via email and social media. Support staff maintains a detailed knowledge-base for FAQs and step-by-step documentation to help new users become power users. COS maintains extensive tracking of bug reports and feature requests using JIRA and Github. Helpdesk staff is currently US-based and English-speaking with escalated calls and debugging handled by senior product management. Support staff responds to all initial inquiries within 1 business day averaging more than 250 per month and historically 40% are resolved on the first reply.

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# Organization and management considerations (up to 750 words)