Key Words/ Hours
CSO T2
Sup Line
ASV Chat
Class Facts
100

App Issues

CSO T2

100

What does the CSO  T2 stand for?

Customer Solutions Tier 2

100

What is another name for this line?

Escalation Line

100

What does ASV stand for?

Account Services 

100

This person has issues with this game

Isaac!

200

Escalation, Promplty

Esc. Line

200

---Extra Answer----

What does T2 not do?

Tasks typically handled by Tier 1 or other specialized teams, such as:


    • Sensor troubleshooting.
    • General billing inquiries.
200

What languages are offered?

English and Spanish

200

What should you NOT contact ASV for?

- 4 Reponses 

  • Customers looking to make a payment (this should be handled within the initial interaction).
  • Customers needing major address changes or account transfers.
  • Customers requesting a credit, refund, or fee waived.
  • Any non-billing-related inquiries.
200

How many people are in this class?

23

300

Billing Inquiry, Account adjustment, billing dispute

ASV Chat

300

---POINT MATCH---

What does the NOTE:  say at the bottom of the T2 guide?

Note: If the customer requests a transfer or the situation requires one, use your best judgment to proceed.

300
What is the overview of the Sup Line?

The Escalation Line supports Customer Loyalty (CLY) escalations when a supervisor or Performance Specialist is not available to assist. This ensures escalated customer concerns are addressed promptly and effectively.

300

Can a customer make a major change to their address on through this chat if they are the original signer and are verified?

NOOOOO

They can only make minor changes

300

Which classmate is from another country and which country?

Jaz, from Germany 

400

What are T2 biz hours?

24/7

400

When do you become a T2 agent?

after 45 days

400

When do you contact the Sup Line?

2 answers

  • A customer asks to speak with a supervisor regarding their account, and your Performance Specialist or Supervisor is unavailable.
  • The escalation involves issues specific to Customer Loyalty (e.g., account cancellations, contract adjustments).
400

--DOUBLE POINTS---

What does the ASV Chat do?

6 answers

  • Answering customer questions about invoices.
  • Providing account balance breakdowns and reviewing existing charges.
  • Assisting with general billing disputes.
  • Adding new payment methods, if pay by link is not an option or fails.
  • Providing printed passcode reminders or Certificates of Installation upon request.
  • Assisting with minor corrections to existing addresses.
400

------DOUBLE POINTS-----

Name 3 or more people that are married

Tyler, Enoch, Bridger, etc

500

------DOUBLE POINTS-----


When is the ASV chat able to be contacted?

Days, times, time zone

Monday-Sunday6

6am-10pm

MST

500

What are the steps to transferring to a T2?

1. Verify the customer passcode. If not verified, follow your department's policy on customer verification.

2. Confirm the customer is home and able to troubleshoot for equipment-related issues. If the customer is not home, advise them to call back when they can troubleshoot the issue.

3. Ensure the customer has sufficient time to troubleshoot over the phone.

500

When do you not contact the Sup Line?

2 answers

  • Non-Customer Loyalty-related escalations (refer to the appropriate team or department).
  • Situations where your Performance Specialist or Supervisor is available to assist.
500

What is the biggest difference between the ASV chat and the ASV phone?

....ones a chat and ones a phone...

500

When is Sydney's birthday?

mm/dd/yyyy

June 7th 2005


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