MTS Anatomy
What is the status utilized when the MTS team needs to place the ticket in a holding status while reaching out to OPS/EPD Slack channels?
What is 'Fixing'?
What is FISERV/Solution Builder used for?
What is 'Credit Card' servicing/ Credit Card Investigation?
What is Member Technical Support and Member and Remediation Support?
What are Auto Notes?
What is notes utilized for commonly reported issues?
What system can we use to view External Institution's logs?
What is 'Plaid'?
What is the SLA for 'first response'?
What is 3 business days?
What are fields we must double-check for accuracy on all MTS tickets?
What is the 'Product Select', 'member email address', 'UIDs', and 'appIDs' fields?
Where can we find the member's push notification settings and messages?
What is Braze?
What is the teams goal, per hour, in full production?
What fields are required to complete on all MTS tickets except 'canceled'? What about conditional required fields?
What is 'validity reason', 'systems used', and the 'IP address' fields?
In which systems/tools can we see the member's IP address?
What is AuthCrud, the 'login tab' in their banking product, and Glassbox.
What is ~20 tickets?
One of two must be used when completing the Agent Notes field where we enter our findings. What are they?
What is an 'auto-note' and 'note template'.
What is Twilio?
What is the SMS message platform to view SMS logs?
Bonus points for pointing out API call logs!
How often should we follow up on an engineering ticket?