Tier 1 Expectations
This is the number of tickets Tier 1 should strive to hit per day/per week
20/100
These help with reporting and are required to be completed in your ticket before solving
Nesting Modules
Tier 1 should be checking these resources before asking for help in Slack
1. Articles
2. Old Tickets
3. Ops Manual
4. TESTING
This is where you can see a sequence of events that happened within an employee's record
The timeline
This person will process broker requests to delete all prior and current enrollments from a benefit
Brandon Holt
What time frames should Maryland/Utah Tier 1 try to refrain from Testing, going into Extended/Projects?
Maryland: 9-11am ET
Utah: 3-5pm MT
What can be redacted from a ticket and why?
Text within a ticket and a document if there is HIPPA information like phone number, SSN, etc.
Name the steps Tier 1 takes when identifying a known bug in the system
1. Confirm bug in Ops Man - T2 Trello
2. Add Trello Link to ticket
3. Send T3 - BB macro
4. Escalate to T2 with internal note
What tool allows the plan details used to determine eligibility and benefits to be surfaced next to the employee's eligibility status and identifies all variables in one easy to find location.
The Plan Eligibility Diagnostic Tool or Magic Wand
This person/people can remove PTO data or delete PTO packages from the system when requested.
Tier 1
After your 90 day probationary period, what are you no longer to do anymore when pulling tickets from the queue?
Cherry Pick
Who creates a problem ticket?
Tier 2
Tier 1 will send Deqa Abdillahi these type of security requests if submitted through Zendesk tickets/calls
Due Diligence Package
What provides users with detailed information on all changes made to the plan setup since employee enrollment was first activated/turned on.
Setup Change Log
This person can delete tickets out of Zendesk if they are possible spam tickets.
Jen Mullen
This is a courtesy Tier 1 can follow when assigning a ticket to anyone in particular in Zendesk
Slack that individual letting them know a new ticket is in their queue.
This is when one would complete the Carrier Name field within the ticket before submitting.
When using any of the nesting modules under Partners/Carriers or if you are fielding an Aflac call.
Broker recently removed a required HRIS field and ee's are still showing as incomplete. Support can use this tool to recheck employee completeness.
Test Employee Completeness
This is where the system stores employee data. It's a great tool to use for troubleshooting enrollments, reporting discrepancies, and viewing more granular employee and enrollment details.
The Data Sheet
He/She is responsible for processing Premier User Requests/Change Requests in the system
Amy Kennedy
Tier 1 should check these each morning to be prepared for the day.
1. Ticket Assignments/Huddle Leaders
2. PTO Calendar
3. Emails
4. Slack RC Channel
You can send this macro if you need more time to research before the SLA is up
We're sorry for the delay - researching macro
Client is licensed with Employee Navigator and would like to schedule a 1:1 call to discuss an issue (agency premier user with customer (HR) present). How would you process this request?
1. Advise caller these requests must be submitted via written request. Request should include Agency Name, User First/Last Name, Company Name, Specifics on type of call being requested.
2. Assign ticket as “open” to Tier 2: Holly Cyran
3. Send Holly slack with ticket# as heads-up
An internal tool that can be used to see where users have navigated within the system and where.
Page Visits
This person/people process things such as edi fees, status of invoices/if their payment went through and updating payment methods.
Billing/Bryan Abel