D - Jeopardy

Troubleshooting

100

"I would like to Return My Spectrum Equipment "

Equipment Return Tree

200

I need help with my Spectrum Cable remote 

VIDEO > EQUIPMENT > REMOTE CONTROL ISSUES

300

What ETD Scenario would I use if the customer says" I been waiting at home all day and the tech hasnt arrived"

Tech Missed Appointment

400

What primary tool would you use for customer calling in with Channel Issues, and not knowing if they subscribe to them

SET TOOL

500

How often should you use your Troubleshoote

100% of the time!

Tool Check

100

what tool do we use for a manual account sync?

SAT

200

What tool do i use for Misapplied Payment

UCM

300

What tool do use to search error codes that the customer receives

Telescope

400

What tool can we use to guide the customer through the MSA effectively.

MSA Emulator - Login 

GEN8932 My Spectrum App (MSA) Emulator

500

How can I attempt to Replicate and STVA streaming issue?

Login using Masquerade 

Authentication/ Verification

100

Who can receive basic troubleshooting?- What must be done first ?

Verified Caller - Verify the name and address

200

If there is no match from the IVR or VOICE ID -

What information is needed for the verification.

Ask for the following: 

• Full Name of caller (First and Last Name)

Then validate (1) of the following not used in the search:  

• Account full service address: Street Number, Street Name, (including unit # when applicable), City, State, Zip Code
• Telephone number on account
• Account number

300

I want to change the billing address

Do I verify and authenticate- Is this a AH or AU allowed?

Account Maintenance - AH ONLY

• Change to Billing Address

400

I want my IP address- How would you handle this ?

We can provide this information over the phone whether they are authenticated or not - They can use the MSA. 

500

I want to change to a customer owned mode,- Do I verify or authenticate 

Both

MISC

100

• Which country has won the most World Cup titles in soccer?

Brazil

200

• Which alcoholic beverage is made by fermenting grape juice?

Wine 

300

• What is the name of the mountain range that spans the entire length of South America?

Andes mountains 

400

• Who won the Best Director Oscar in 2021 for the movie "Nomadland"?

Chloé Zhao has won the Oscar for directing Nomadland, becoming the first woman of color to win the award and the second woman to win (Katheryn Bigelow, was the first).

500

What is the name of the smallest unit of life?

The cell

The cell is the smallest unit of life that can divide, multiply, grow and respond to stimuli from the environment. The cell structure is colloidal. The vital signs called life, manifest itself in this colloidal environment called protoplasm.