Whether you are supporting a client or it's an in-house solution, support can be broken down into two main categories: assistance with content management and bug fixes.
In the majority of cases, there's a need for someone that has extensive experience with managing content in eZ publish. The flexibility of eZ publish means there are often several ways to achieve the same goal and it's only through experience that you can work out which is the most appropriate for a given situation.
Most of the time, the requests will be simple, e.g.:
How do I add a link to an image?
How to create a table?
How to make the images left aligned?
This is just a matter of referring the end user to the manual or walking them through it over the phone. In extreme cases, you may need to run another training course. This often happens when a new staff member is assigned to manage the solution and has no previous experience with eZ publish.
As a rule of thumb, the number of requests for help are...