TCSR/QTS
responsible for answering customer requests, providing professional customer service, creating and managing tickets, performing initial triage, and coordinating/escalating requests or incidents with the appropriate operations teams.
TCSR
This escalation is declared when customer impact meets defined criteria.
Major Incidents
This rule defines the requirements for closing non‑responsive customer tickets, mandating sufficient outreach efforts and resolution attempts, including a minimum of one phone call attempt to the customer.
3 - strike rule
This must be completed before proceeding with any customer request, or the evaluation fails.
verification using approved methods
This system is used by the OSC to create, update, and manage incidents and cases.
ServiceNow
This role coordinates bridges, timelines, and communication during an MI.
CSPOC or Customer Service Point of Contact
This queue flags cases requiring immediate review as the end user/customer responded to the ticket.
Needs Attention
Every customer interaction must start with this professional greeting, which consists of what 3 identifiers.
Company, Nam, Department
This document ensures consistency and compliance in daily work.
KBA
This documents are required before an MI ticket can be closed.
IRR
Tickets in your assigned queue should be responded to within this general timeframe
2–3 days
What percentage of your goals is QA
25%
Space, Power, Cooling, Security, Connectivity
QTS Core Services
Approvers of any MI update that is needed to go to all QTS customers.
Karen or Jeff
is a group to contact when QTS is contacted regarding a payment/invoice From QTS
Accounts Payable
After completing or taking action on a caller’s request, this required QA step ensures the customer understands what was done and any next steps.
summarizing the actions taken and reiterating the action plan
Is the acting COT supervisor for EEM1 (hint its been on t/o for a week)
Josh McKenzie
This action must be taken by the OSC when a critical incident appears in the Major Incident Candidates list but does not meet MI qualification criteria.
rejecting the Major Incident Candidate
These are the people to contact when a European Customer wants to make a change on there power (adding). This will result in a change in billing.
Account Manager, Clients Services, & Account Director.
Is the section on the QA document that you are able to earn the most point.
Customer Service