ALTICE
Of the 4 services Altice offers, which 3 do we handle?
TV, Internet, Phone
What tool do you use to troubleshoot internet or video service?
Lightspeed
What widget would you use to check for packet loss?
Customer is having issues connecting to the internet on their phone in their bedroom, what equipment could you recommend?
An extend
During a provisioning call, the equipment box turns red, what are your next steps?
Reach out to supervisor
What continent did Altice originate
Europe
What tool can you use to identify what modem the phone number is assigned to?
Trio
What widget will automatically poll the customer's modem to check the signal and connection status?
Device Info
What is Altice's true all-in-one device?
Optimum One
What is the first thing we should check when a customer calls in stating their services are not working?
Account/collection status
What is PURE Performance?
Be Professional, Be and Have Understanding, Be Responsible, and Be Effective
Where can you go to change call features for the customer?
AST
What widget would you use to request a credit?
IBA
What equipment can we direct ship to a business customer?
Smart Router
What tool is used to research billing information for international calls
PACTOLUS
What year did the US branch of Altice take the company public?
2017
What two tools do you use in conjunction with each other to provision equipment?
VAT and WHA
What widget has the customer's account information?
Customer Info
What is a smart router
Automatically switches between 2.4 and 5 GHZ
Customer calls in stating their internet is not working, you pull up the account in Lightspeed and see "Walled Garden," what is your next step?
Open VAT and/or BOOST
What are the 4 CORE values of effective listening?
Courteous, Obliging, Respectful and Empathic
What tool do you use to check the rate codes on the equipment?
IDA - equipment info or repair
Where would you go to complete CPNI?
STAT
What 3 pieces of equipment does a customer need in their home from us in order to take advantage of all 3 services we offer?
Modem, router and set tob box/cable box
What tool is used to see outbound calls attempted
EMPIRIX