Hulu
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Lightning Bolt
Fédération Internationale de Football Association
What does it mean to be "hardwired?"
Device plugged directly into the router using an ethernet cable.
14 days
You have 10s to do this.
How long do you have to provide a greeting during a call?
Primary attribution category for all cancellations that take place during the call by the VXA or VX.
"Cancel"
What are the 4 teams in the AFC North in the NFL?
Bengals, Ravens, Steelers, Browns
Name the 4 steps in escalation of troubleshooting steps.
1. General
2. Device specific
3. Ask peers/Slack/sups
4. Internal Chat
Give 2 examples of accounts VXAs are unable to cancel.
- Apple billed
- Google billed
Issue Acknowledgment/Ownership Statement
You can use this to see what local channels the VX has access to in their zip code within Flanders.
Network Look-Up
What is the name of F1 sanctioning body?
Fédération Internationale de l'Automobile (FIA)
List 3 general troubleshooting steps applicable for all devices/situations?
1. Use data instead of wifi, or vice versa
2. Use hardwired instead of wifi, or vice versa
3. Power cycle device
4. Power cycle router/modem
5. Delete device in Flanders
6. Resync in Flanders
What must you do when you can see that a VX has already had a courtesy IP override?
Reach out to Internal Chat for an additional override.
This bridges the gap between you and the customer, and it shows the customer that you both want the same thing - you both want the customer to walk away happy.
EX: “We want to get to the bottom of this as much as you do.” “I understand your concern."
What is partnering language?
VPN
How many events must a professional participate in to maintain a PGA Tour membership in each season?
15 of the 40+ events
What are the parameters for acceptable download and latency speeds/times for Hulu w/ Live TV?
Download: > 8Mbps
Latency: < 50ms
Who handles a D2C entitlement transfer?
You do! D2C entitlement transfers are no longer a process. We would instead have a VX use another email address.
2 things that must be confirmed on every interaction.
1. Email
2. Caller's first and last name
What is a "rolling 5?"
A system some series use that only allow a max of a certain number of shows viewable for SVOD at any given time using a first-in-first-out principle. Typically, but not limited to, 5 episodes.
Where are the 3 USA F1 races taking place that ESPN+ will be simulcasting this year?
What are 3 things to do on a Roku specific device?
1. Check for system updates
2. Uninstall and reinstall the app
3. Force stop/clear cache on app
What are ALL the steps in the workflow for a FIRST scenario fraud situation?
1. Delete unknown devices
2. Log out of web browsers
3. Reset password
4. Change email (if necessary)
5. Attach KI article
6. Refund last charge, regardless of watch history
List 5 exception reasons for NOT mentioning the bundle.
- Irate VX
- Already have the bundle
- On a BF promo/annual plan
- Fraud situation
- Explicitly stated financial hardship
- Spotify/Comcast billed accounts