Communication Skills
100
These are shortened versions of words or terms that should not be used when communicating with a customer.
Acronyms
100
This policy describes how technology is to be used within an organization.
Acceptable use Policy
100
The word for the type of action that leads to arrest or fine
Illegal
100
People who work in IT call centers are generally referred to as this.
Technician
File extension for a windows batch file
.bat
200
Responding but not interrupting with words like "okay" and "I understand" to demonstrate you are listening are examples of this.
Active listening
200
This type of document provides information and guides for hardware and software.
User manual
200
PII is the acronym for this confidential data.
Personally Identifiable Information
200
Many call centers operate this many hours per day.
24 hours
200
File extension for powershell script
.ps1
300
When speaking to a customer, this is how you establish common ground and create a connection to make them feel better. Example: "Is that a dog barking in the background? I love dogs!"
Relate/Relating
300
This is needed from an authorized individual before making a change that will effect a company.
Approval
300
This law/act controls the penalties for breaches of PHI and ePHI
HIPPAA
300
The technician must provide the level of support outlined in this agreement.
Service Level Agreement (SLA)
300
"# comment" is the comment syntax for this language
Python
400
This is what you do with the call politely when the customer is off- topic.
Focus/Control
400
This type of data backup is typically faster than using the cloud.
Local Backup
400
Downloading a copy of a movie or song from a third party illegally.
Pirating
400
Typically the highest level technician in a call center
Level 2 Technician
This command clears the screen of the CLI
cls
500
This is what you may do with customer consent if the problem is beyond your knowledge.
Escalate the call
500
The first phase of a disaster recovery plan.
Network design recovery strategy/ strategizing
500
This license can be used by multiple people in a company and does not need to be registered with each installation.
Enterprise license
500
An "important" call takes this priority level.
Level 3
This loop repeats a section of code then tests a variable if true or false
Do-While Loop