Gonzo Software is small and only has one tech support representative. Sales have started to increase over the last few months and the company owners has decided they will need to add more tech support reps but do not have a job description for this position officially. Being a small company, they do not have an HR department to help them with this. What steps would you advise the owners to take to understand the work flow of the position better and what skills and knowledge that will be needed to fulfill the openings?