Category: Uncategorized

If there is an outage or technical issue that is effecting your customer, do not provide them with a specific time to resolution/next step if you have not been provided one by the party to whom the issue is being escalated and have confirmed that it is okay to inform the customer of the time to resolution.  To avoid setting a false expectation for the customer, do not guarantee a specific time to resolution/next step unless it is outlined in CARE for that specific client or you have confirmed with the individual who will be handling the escalation.  In such case as you have confirmed with the individual who will be directly handling the escalation and they have ok’d you to inform the customer, you should document your ticket accordingly.

If you come across a customer who’s account you are cancelling due to illegal monitoring, DO NOT REMOVE THE DEVICE(S) FROM THE ACCOUNT. Cancel the account and escalate to James Dolliver as normal.

If you have any questions about this request, feel free to contact George Barbour or Chris Chavez.

Is it the best day of the year? Yes, because today, July 11th is 7-Eleven Day! Stop by 7-Eleven® today from 11am – 7pm and get a Free Small Slurpee® Drink!

Short Bus Subs will be here until 2pm today.

A potential client will be visiting our office tomorrow around 10:30am.  If you are on shift, we would like you to dress for success (slacks, collared shirt, etc.).

There has been a change to how we need to process this type of call.

If you have a caller that is wanting to cancel their account while it is still under trial you will now need to do the following.

1. Inform the customer we will have the account canceled by the end of the day.
2. Create a ticket, do not cancel the account.
3. Assign the ticket to the bucket “Save Trial”
4. Thank your caller for calling and end the call.

The new schedule starts this Monday.

Find the link to the new schedule HERE.

Very few people have confirmed that their VPN is working, if you have not confirmed with management by the end of the day today you will be expected to report into the office for your shift on the 4th of July.

If you are planning on VPNing on the 4th you MUST confirm with management no later then 8pm tonight.  Mike will be available to confirm your VPN ability until 5pm, George will be available until 8pm.

Again if you do not confirm your VPN connection and fail to arrive to the office for your shift your absence will be marked as unapproved and may result in disciplinary action.

If you have anything left in the Refrigerator please remove it before Monday (7/7/2014) mid-day.  We will be cleaning out the refrigerator and anything left unclaimed will be thrown away.

See the list below to see who is confirmed to to work remotely on Friday.  You must confirm with your manager that your VPN works in order to get approval; otherwise, you will be expected to work from the office.