Debit
How do I check how much data a customer has remaining?
Click on the "bucket" icon under the MDN section
How much do I refill Voice/SMS in the service package?
5,000
Which tab should I go to to update autopay?
Billing
True or False:
When transferring a call to another department, I am able to speak to the other agent before transferring. (Warm transfer)
False, we only support direct transfers at this time
What 3 things must I verify on every call?
Name, Zip, Security Pin
How can I see why a customer's port is "conflicted"?
Under Port Request History, click on the paper icon to the left
True or False:
I can suspend an MDN in cell lookup.
False
Which tab would I use to change the service plan?
Plan> change service plan
Finish the sentence:
At the beginning of my shift, I must change my status to ____ and click the blue ___ button.
Ready; Start
Finish the sentence:
OTPs expire after __ minutes
15
Where do I go to pay off a customer's financing/subsidy?
Where do I go to add Visual Voicemail for a customer?
Features Tab
Which "add-on" does roll over?
International Long Distance
What button must be selected before you leave for the day?
End Work Session
If my customer cannot access their phone to receive the OTP, what can we offer instead?
Send the OTP to the email on file
Where can I locate the tracking number for a customer's order?
Order History> Click on shipment #> In parentheses next to "Carrier"
What is the mandatory statement for disconnecting an MDN?
Are you 100% certain to DISCONNECT this line?
Where can I go to remove DPP for a customer?
Home tab> cancel warranty
True or False:
After completing an outbound call, my status will be automatically changed back to "Ready".
False, you must manually change your status back to "Ready".
If the account holder has passed away and their wife calls in to pay the phone bill, but her name is NOT listed, what can we do to assist?
Ask her to email the death certificate to loss.prevention@telrite.com
Where can I go to see why a customer's autopay declined?
CC Transactions
Fill in the blank:
To request an eSIM first ___ and ___ must be updated.
IMEI and EID
What 3 things, as an agent, can you not change in the portal?
Security pin, Password, Security questions
Which feature allows you to ask questions and provides conversation-based job aids to assist you during your calls?
AI Agent Assist
If the name on the account is "Buggs Bryan Bunny" and the caller provides "Buggs Bunny," can we proceed with verification?
No, the customer must verify the FULL name that is listed. However, if it were to show "Buggs B. Bunny" they can proceed using "Buggs Bunny"