My First Response
MyPass Value - We connect and empower people to build a safer future.
Treat People Well
tool where we check login history of workers
AWS
Chile
number of workers of enterprise customers
>500
meaning of SLA
Service Level Agreement
MyPass CEO
used for logs and and time series monitoring
Kibana
This pipeline aims to properly identify the Customer Effort Score (CES) received in Hubspot for all the Spanish tickets catered by our Customer Support
Spanish Resolved/Closed Pipeline
this team routes the tickets to the appropriate pipeline with the appropriate details and assign it to the CSR member to work on the ticket.
Triage Team
these are the requirements that the individual needs in order to be deployed and remain compliant with the role Pipeline aims to properly identify the Customer Effort Score (CES) received in Hubspot for all the Spanish tickets catered by our Customer Support
Compliance Requirements
year MyPass was founded
2013
two assets of BHP
NIW and Spence
support email address
support@mypassglobal.com.
MyPass Value - We Pursue innovation by Practicing curiosity and always asking why?
Challenge The Norm
Operations Manager of MyPass in Cebu
Diana Salazar
short, reusable text blocks that can be used on contact, company, deal and ticket records, in email templates, in chat conversations, and when logging an activity or note.
Snippets
booking endpoint status that means MyPass is down
503/504
slack channel used specifically for tickets that involve time sensitivity such as high or critical priority tickets
support_ticket_handover
setting which "locks" a portal when a subscription payment is pending.
Restrictive Billing
initiative introduced by the Head of Customer Success for MyPass to use in capturing customer feedback for consistent product development and improvement
Product Feedback Loop
this ticket is used when the platform is not performing as expected and you have been able to replicate the issue and the resolution requires you to reach out to the Dev Team
BUG
use to convert the watermark into dates and time.
Epoch Converter
enables businesses to provide exceptional customer service by facilitating effective communication and swift resolution of customer issues.
MyPass Support Framework
4 values of MyPass
Bring out the best. Walk the Walk. Treat People Well. Challenge the Norm
target resolution time for critical incidents
within 4 hrs