Your question is Improving a Broken Support Process. Take a moment with it on the right.
Talk me through your thinking if you like. When you're confident, submit your answer and I'll grade it like a real screen (7/10 or better passes).
Tell me about a time you took the initiative to improve a process that wasn’t working well. What problem did you notice, how did you change the process, and what impact did it have on customers or your team?