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If you need to transfer a caller over to Tengo staff make sure you have all the callers information, double check with the caller if necessary.
Always gather the following:
Name
Phone number
Location they are calling in regards to.
All of this information is required in the proper scripting to be used on every Tengo call, always gather it and document it correctly.
When speaking with customers please do not use the terms L1/L2/L3 if you need to refer to a higher level tech please use the term “Upper Level Technician”.
Tengo has requested that we do not use internal terms for the different levels of support as this tends to lead to site management/staff instantly requesting to speak with an L3 even if their issue does not need to go to those individuals.
Tengo has recently updated CRM (sugar) for us to allow us to easily see next step dates for cases that are set to deferred status. This change is to help L1 agents quickly identify if there is already an open case on the issue their caller is referring to. Please see the screenshot for an example below, if a case is set to deferred it is still open however the case is on hold pending information, troubleshooting, ect.
If you received a message from Gmail last week that your account had unauthorized activity from the IP adress: 72.52.131.76
This has been identified as a Word Press plugin on the TengoInternet Knowladge Base. Dan has broken the portion of code that attempts to log in, please let management know if you receive another one of these messages.
While speaking with customer’s on Tengo GS calls be on the look out for any customer that would benefit from contacting a service like Tech Team One. (this is internal only, do not ask customer’s if they would like to be transferred or anything of the sort.)
If, while speaking with callers, you identify a caller that would benefit from a remote support service please utilize the following google form:
Link To Form HERE
The password for all of the shared sugar accounts has been changed to Support2014
Inform George is you are unable to access an account with that password.
Team,
TengoInternet is launching a Beta Login page for the locations listed below on 4/16/2014 at 12:00 AM CST. This beta login page is already in use on our internal network. It is active on the i2 6428. Create a conduit to the 6428 and get familiar with it. If you have any questions or concerns feel free to ask.
Tampa East – Guest Paid Network
Travelers World RV Resort –SA – Guest Paid Network
Austin Lone Star – Guest Paid Network
The Lodge at Karnes City – Shared username/password
Signor Lodge (Pecos) – Shared username/password
Hill Country RV Resort – FTG with Registration
Phoenix Metro RV Park – FTG with Registration
Mesquite Lodge – Tilden – FTG Open
Yanks RV Resort – FTG Open
KOA Wilmington – FTG Coupon
The need has arisen to again remind everyone that L1’s are NOT to be making any configuration changes on ANY Tengo equipment. If you feel you have identified an issue with the configuration of equipment at a location document the issue in a ticket and escalate a case for L2/3 to verify any issues/make necessary changes.
L1’s have access to the configuration of AP’s, the L1 process involves verifying customer signal and rebooting AP’s, do not make any changes to these pieces of equipment. If you are asked to by park management you will need to inform them that you are not authorized to make those changes but will relay the requested changes to an L2 so that the changes can be completed.
All, Its very important when gathering information for a refund request that the proper template is used and only the necessary information is gathered from the customer otherwise it can become very confusing and require extra contacts to be made to the customer to resolve their issue.
If the customer still has the card used to purchase the service then you do not need to gather an address as the refund will be processed through the CC system.
Please use the following template (located on the newest version of CAT [1227]):
Username:
CC (Last 4):
Name (As it appears on card):
Full or Partial:
Reason:
Offered Troubleshooting?:
Note: If they no longer have the card used or do not wish to have the refund processed back onto that account, please provide the details below and a check will be mailed to them.
Street Address:
City:
State:
Zip:
Kallie’s Tengo customer wants everyone to know that Kallie is doing an excellent job and got her CONNECTED!
Great job, Kallie! Keep up the good work!