Grand Central
Where do I find the steps to Submit a Ticket?
Go to the Wrench>System Steps>Grand Central> Complaints Forms, & Tickets.
How do you activate a Sim Card?
Open Tools>System Steps>Atlas & Samson>Atlas>Device>Change Sim Card: Atlas
How much does it cost a customer to file a Warranty Exchange?
Device Programs>Warranty Exchanges>Warranty Exchanges
Give the steps to activate Sim Card.
Go to the Wrench>System Steps>Atlas & Samson>Toolbars>Follow ups: Samson
What time do you sign into tea?
9:00am, Start of Shift
How do you make a Sim/eSim available?
Go to the Wrench>System Steps>Grand Central>SIM/eSIM Status Tool
What are the three disposition options available in the NBA tool?
Open Tools>System Steps>Atlas>General>Next Best Action: Magenta Overview
What is Network Modernization?
Go to Network>Network Enhancements>Network modernization & upgrades
Give the steps to Reprint Bill.
Go to the Wrench>System Steps>Atlas & Samson> Samson>Toolbars>Bill reprint requests: Samson
How long is stread?
10 mins
Where do I find the Troubleshooting Process?
Go to the Wrench>System Steps>Grand Central> Troubleshooting Process
How many installment options are there for Payment Arrangements?
Open Tools>System Steps>Atlas & Samson>Atlas>Billing>Payment arrangement overview: Atlas
How much are 4 lines on the Go5G Plus rate plan with and without Autopay?
Plans/Features>Phones (Talk, Text, & Data)>Go5G Plus
Give the steps to change customer Pin/Passcode.
Go to the Wrench>System Steps>Atlas & Samson>Samson>Financial Summary tab>Change the Customer Pin/Passcode: Samson)
What is the code for lunch?
Logout-Lunch
How do we check a customer's expected network coverage?
Go to the Wrench>Systems Steps>Grand Central>Network Tab
Can you edit/change the PAH?
Open Tools>System Steps>Atlas & Samson>Atlas>Manage Profile>Edit PAH/PI
We offer Self-Service options for customers' accounts, and they need a T-Mobile ID to do so. What is a T-Mobile ID?
Accounts>Self-Service>Set-up T-mobile: Self-Service
Give the steps to reset the Voicemail Password.
Go to the Wrench>System Steps>Atlas & Samson> Samson>Features Tab>Voicemail: Samson
What is the code for break?
Break
What are the 1-Click Fixes available when troubleshooting a customer's phone?
Go to the Wrench>System Steps>Grand Central>Device tab: Grand Central
How long is the time frame for Port-In requests to be completed?
Wrench>System Steps>Atlas & Samson>Atlas>Manage Profile
A customer calls in because they heard about getting a Apple Watch for $99. What is the offer and what are the requirements for the customer to redeem the offer.
Offers>Filter Offers. Apple: $99 Apple Watch SE with New Watch Line.
Give the steps to set up a Follow Up.
Go to the Wrench>System Steps>Atlas & Samson> Samson>Toolbars>Follow Ups: Samson
What is the code for end of shift?
Logout-End Shift