tech training tier 2 changes
DESCRIPTION
TRANSCRIPT
For Tier 1 Agents
Tier 2 Training
CREDO has heard your frustrations
Tier 2 Improvements
Frustrations with current Tier 2Epic 4G Touch
The Specs
Long hold times require voicemails
Unable to see Tier 2 Notes
Unclear division between Tier 1 & Tier 2
Hours of operation do not match Tier 1
Improvements to Tier 2Epic 4G Touch
The Specs
Voicemail replaced with Callback Queue
Tier 2 notes will be visible
Shared SalesForce Access
Clarified responsibilities
Longer hours
Open all hours and days with Tier 1
Tier 1 and Tier 2 responsibilities
Who handles what?
Guide is on PBWorksEpic 4G Touch
The Specs
Responsibilities are clearly separated
Don’t try to remember all from training
Tier 2 OverviewEpic 4G Touch
The Specs
Advanced Email Issues
Exhaustive RMA troubleshooting
Software and Handset Configurations
Contact and Calendar Transfer
PC or Mac transfers to phone Battery and OS Troubleshooting
Software Troubleshooting
Hardware Troubleshooting
BlueTooth Setup
Desktop Software
Tier 1 OnlyEpic 4G Touch
The Specs
Data Troubleshooting
Voice Troubleshooting
Phone Activations
Account Inquiry/Maintenance
Software and Device ConfigurationEpic 4G Touch
The Specs
• Perform all how-to’s available in PBWorks.
• Perform basic settings changes
Tier 1• Application troubleshooting• Settings errors
Tier 2
RMA Epic 4G Touch
The Specs
• Process RMA and Battery replacement requests
Tier 1• Exhaust Troubleshooting• Recommend RMA• HD Approval no longer
necessary
Tier 2
Email SetupEpic 4G Touch
The Specs
• Basic email setup (Gmail, Yahoo!, Hotmail, etc…)
• Corporate Email setup
Tier 1• Manual email setup (POP3,
IMAP)• BES email setup• Email setup errors
Tier 2
Email TroubleshootingEpic 4G Touch
The Specs
• Basic email troubleshooting• User error• Data connectivity
Tier 1• Email issues unresolved by
basic troubleshooting• Advanced questions and
configuration
Tier 2
Contact and Calendar TransferEpic 4G Touch
The Specs
• Basic Gmail to Phone sync• Feature phone to feature
phone transfers
Tier 1• All Bluetooth and alternate
transfer methods• Smartphone to
Smartphone• Feature phone to
Smartphone• Smartphone to feature
phone*
Tier 2
Phone to PC Media TransferEpic 4G Touch
The Specs
• Basic education on media storage and transfer via USB
Tier 1• Troubleshooting related to
USB transfer• Alternate methods for media
transfer
Tier 2
Battery and OS troubleshootingEpic 4G Touch
The Specs
• Educate on usage habits• Basic settings
• Optional features• Sync settings• Screen Brightness
Tier 1• Advanced investigation and
troubleshooting
Tier 2
BluetoothEpic 4G Touch
The SpecsTier 1• Bluetooth device pairing and
troubleshooting• Headsets• Handsfree devices• Phone to Phone• Phone to computer
Tier 2
Hardware TroubleshootingEpic 4G Touch
The Specs
• Basic Troubleshooting• Power cycle• Battery pull• Alternate chargers
Tier 1• Advanced Troubleshooting
• Unresponsive screen or keys
• Random freezes• MicroSD errors• Error messages• Speaker/sound issues*
Tier 2
Software TroubleshootingEpic 4G Touch
The Specs
• Basic Troubleshooting• Power cycle• PBworks App
troubleshooting• Eliminate user error
Tier 1• Advanced Troubleshooting
for supported apps• Error messages• Performance issues
• Investigation of unknown issues
Tier 2
Desktop SoftwareEpic 4G Touch
The SpecsTier 1• HTC Sync• BlackBerry Desktop• Samsung Kies• Palm Desktop
Tier 2
General rule of thumbEpic 4G Touch
The Specs
If clear steps are in PBWorks, it can be handled in Tier 1
Issues with unclear resolutions should be transferred
Cases for Warm Transfers
Tier 1 to Tier 2
Before TransferringEpic 4G Touch
The SpecsTier 2 can not correct network or provisioning issues
Always confirm Data Service
Always confirm Voice Service
Transfer TemplateEpic 4G Touch
The Specs
Template is required
Template assists Tier 2 agent
Adjusted template included for Tier 2 transfers during activation
Transferring to Tier 2Epic 4G Touch
The Specs
Leave Case Open
Assign to Tier 2
Complete notes
Warm Transfer
Transferring to Tier 2Epic 4G Touch
The Specs
Complete notes
Transferring to Tier 2Epic 4G Touch
The Specs
Assign to Tier 2 - Pending
Transferring to Tier 2Epic 4G Touch
The Specs
Leave Case OPEN!
This is how Tier 2 will locate the case
Make Warm TransferEpic 4G Touch
The Specs
Confirm Tier 2 Agent has located the case
Provide additional details if requested
No chit-chat, the customer is waiting
Under 2 minutes
Cases for Tier 2 Call Backs
Tier 1 to Tier 2
Tier 2 Callback requestsEpic 4G Touch
The Specs
Assign to Tier 2
Set Future Action
Complete notes
Leave Case Open
Tier 2 Callback requestsEpic 4G Touch
The Specs
Complete notes
Use Transfer template
Include with Activation template for BlueTooth transfers or email setup
Tier 2 Callback requestsEpic 4G Touch
The SpecsSet a Future Action Date BEFORE changing owner
Tier 2 Callback requestsEpic 4G Touch
The Specs
Assign to Tier 2 - Pending
Receiving a transfer from Tier 2
Tier 2 to Tier 1
Reasons for TransferEpic 4G Touch
The Specs
Recommended for device or battery replacement
Issue diagnosed as network issue
Account inquiry following issue resolution
Account/Billing InquiryEpic 4G Touch
The Specs
Create NEW case
Request WAMI account number
Tier 2 agent will close troubleshooting case
Network Issue or RMAEpic 4G Touch
The Specs
Create NEW Sub Case
Request WAMI account number
Tier 2 agent will close troubleshooting case
Date of Tier 2 Change
Tier 2 SwitchoverEpic 4G Touch
The Specs
Report any hiccups to your Supervisor
Do not discuss switch with MCW Agents
New center will be live Saturday, Feb 18th
Quiz Time