Tech Support
What is the #1 troubleshooting tip for customers?
Restart equipment.
What is the minimum number of screenshots needed for an OTL ticket?
Three.
True or False: The last used MOP is automatically saved for Auto Pay.
True
What information can we provide to customers who call in about the credit services payment plan?
Billing representatives can share the telephone number with customers who received the email about the payment plan.
Name one thing you can do to improve your transfer prevention.
Probing questions, basic help in tech/mobile, inform cx of billing cycle and when to make changes
What is the first thing customers need to do before self-installing?
Accept Terms and Conditions.
Name three types of UCM tickets.
Equipment Research, Payment Research, OTL, Account Management
How do you know when mobile lines are required for new orders?
The plus sign (+) indicates required new lines of service.
How can you assist customers during an AOS outage?
Self-help options and/or EHHs
Name two things you can do to try to improve your FCR.
Make sure they have no remaining questions, take care of issue at hand first time, tell customer next steps on what to do/timeframe for UCMs, self-help options, call back customer if call drops
What does a solid green/blue light on a router usually mean?
Connected to the Internet.
True or False: OTL UCM tickets are processed by your team’s leadership.
True.
Where can the mobile billing cycle be found?
View ledger or billing dashboard (cycle end date)
What state requires new ordering and cancellation policies?
Massachusetts
Name three things you can do during a call that can improve your SAM score.
Positive greeting, acknowledge (repeat) customer concern, avoid mutual silence (create conversation), offer/acknowledge Voice ID, recap, use power words, use positive framing, offer self-help
What’s a reason a customer may notice their speeds being below the advertised speeds?
Device type, competing devices, competing networks, distance/obstacles, time of day.
Name two places where you’ll find the UCM ticket link.
Billing Page, Tools
Name two mobile plans; explain at least 2 differences between them.
BTG: $20,1gig, $5 each gig after. Shared data between all BTG lines.
Unlimited: $30/$40, 30GB, reduced speeds after. Global day pass eligible. 5GB hotspot.
Unlimited+: $40/$50, 50gb, reduced speeds after. International plan added on, 10GB hotspot
Describe one grounding exercise.
Five Senses, Clench & Release, List Your Favorite Things, Familiar Scents
What is the pay percent increase from Rep 1 to Rep 2? Rep 2 to Rep 3?
5%, 7%.
How do you swap a piece of equipment?
Click Swap on piece of equipment and put in new equipment's MAC address.
True or False: A different system existed for submitting tickets prior to UCM.
True.
What is the new buyout policy for BYOD?
Need to have at least two lines instead of three but must transfer at least two lines from previous provider.
What are two places on the MSA or website where the customer needs an OTP to access the information?
Sign in & Security, View PDF Bill, add Payment Method.
How long is Lily gone for? Who can you go to for help during that time?
Until October 21st. Anyone on the team/other supervisors.