Handling Issues

When you receive a message on Slack or the Oncall email, try as best as possible to help the teacher out. It is important that you respond as soon as possible.

Try your best to solve the problem. If at any stage you don't understand how to solve a problem, get in touch with Ben or Tom. If it relates to students, get in touch with Kyoko.

Here are some common issues and how to deal with them: 

English Advice

Sometimes teachers will ask for English advice or advice about how to teach something. Feel free to give any advice you think would be useful, if there's something you don't know, feel free to help the teacher as best you can. You are not required to be an expert on all things English.

Want to add a shift

Sometimes teachers want to add a 1on1 shift to their schedule as a one off. To do that, follow these instructions: https://ze-teachers.zenglish.jp/article/655-add-a-new-1on1-class

If the teacher wants a shift to recur regularly, ask them to get in touch with Ben or the current Teacher Manager. You could also pass the message on to ensure the message gets through.

Want to remove a 1on1 Shift that's unbooked

A teacher may remove any unbooked 1on1 at any time. Follow these instructions: https://ze-teachers.zenglish.jp/article/656-remove-a-1on1-class-from-the-board

Need to cancel a booked 1on1 class

The process is slightly different if the class is booked: https://ze-teachers.zenglish.jp/article/657-cancel-a-booked-1on1

Needs a Sub for a Group Class

If a teacher needs a sub please follow these instructions: https://ze-teachers.zenglish.jp/article/658-teacher-needs-a-sub

Shift Missing From the schedule

If a group shift is missing from the schedule, check the details on Shiftplanning and create it following these instructions: https://ze-teachers.zenglish.jp/article/659-create-a-class-on-the-website

If a 1on1 shift is missing, use the same instructions for adding a 1on1 shift: https://ze-teachers.zenglish.jp/article/655-add-a-new-1on1-class

Need Oncall to Cover While Teacher restarts or handles technical issue

Sometimes a teacher might have a brief technical issue and you'll need to jump into their class and cover for a few minutes. Follow these instructions to do that: https://ze-teachers.zenglish.jp/article/665-enter-teachers-classes

Comments Section Not Appearing After a Class

This happens occasionally, basically the system hasn't realised the class is over. To handle this, follow these instructions: https://ze-teachers.zenglish.jp/article/666-comments-not-appearing-after-class