TTO – Shared Queue

As a shared queue agent, you will be fielding Tech Team One calls for the purpose of collecting information to pass on to our TTO agents. You have permission to resolve simple issues as outlined below.

Documentation

Make sure you have a notepad or WordPad available to document the call.

  • Collect in your notes:
    • Caller’s name
    • Caller’s contact number
    • Caller’s email address
    • Office the caller is located at
    • Requested issue
    • Your troubleshooting steps, if any
    • What resolved the issue / what reason are you escalating?

You will use TaskFlow to private message your notes to a Tech Team One Agent.
You will also use TaskFlow to copy your notes into the ticket created by your call.

TTO Agents

– Maria McEwen

Opening Scripting

TECH TEAM ONE or TAR – “Thank you for calling Tech Team One. This is [name]. Can I have your first and last name please?”

TECH ADVANTAGE – “Thank you for calling Tech Advantage. This is [name]. Can I have your first and last name please?”

“May I have a contact number?”

Caller is from REACH: – “What office are you located at?”

“How may we help you?”

*****

How to Handle the Call

  • Check the VIP list below to see if the caller is on it, and if so, follow the directions there accordingly.
  • If the caller is asking for Andrew or one of our TTO Agents, let them know you will pass on their message and the person will get back to them as soon as possible.
  • If the problem the caller is having is a simple issue that you can walk them through, or is on the FAQs listed below, go ahead and assist your caller.
  • If the problem is an advanced issue or requires a TTO Agent, let them know that you will pass on their message and an agent will get back to them as soon as possible.

TTO / TTO TAR Escalations

If the ContactWorks TTO Agent is on shift
Collect the information and private message it to Maria in Tasksuite

If the ContactWorks TTO Agent is out for the day
Collect the Caller’s information and email the information to
support@techteamone.com

Tech Advantage / Reach Escalations

If the ContactWorks TTO Agent is on shift
Collect the information and private message it to Maria in Tasksuite

If the ContactWorks TTO Agent is out for the day

collect the caller’s email address and email the information to techteam@techadvantage.co

Caller is asking for
Andrew – “He’s not currently available, but if you can leave a message, I’ll make sure he gets it.”
Email that information to: mmcewen@contactworks.us, (andrew’s email address)

Maria, if she’s on shift – “Let me get your information and I’ll make sure I’ll have Maria reach back out to you as soon as she’s available.” 

Send an email to TechTeam@TechAdvantage.co
Private message her that information in Tasksuite.

Maria, if she’s out – Ask if we can schedule a call back from the tech for tomorrow and collect their information.

Tom – “He’s not currently available, but if you can leave a message, I’ll make sure he gets it.”
Email that information to management@contactworks.us

VIP List
Matt Zydron – Gather all information and send it over to Maria. If Maria is out send an email to TechTeam@TechAdvantage.co with information from the call so we can get it taken care of.

It’s Just Results Line – Gather all information and send it over to Maria. If Maria is out for the day, ask if we can schedule a call back from the tech for the next business day and send an email with the details to TechTeam@ItsJustResults.com

Subscription List

Click HERE for a list of currently active support subscriptions.

Unedited Tech Team One Overview Video

FAQs
If Glenda calls in about her HP printer not showing up in the ACS software have her print a document to the HP printer from another program and then try again in ACS.

Reach Orthotics:

ScanSnap scanner not scanning  – Power cycle Scanner

Not able to Scan from within OPIE – Log out and closeout of OPIE, re-open and try again.

Image dark when scanning – Power cycle Scanner and reboot computer.

Error # 5: The operating system denied access to the specified file in Opie when clicking on view in external viewer. –  Check to see what the default app for photo viewer is and switch to InfranView.

“Windows protected your PC” – Right click on the program, go to properties, and click the box next to unblock

TSScan asking for Admin Creds – Right click on TSScan icon. Go to properties, click on compatibility,  uncheck compatibility mode.

Desktop unable to connect – Their IP address may have been blocked. Have them go to Status.MyCloudServer.info on a mobile device that is connected to the wifi and check to see if they are blocked. If they are blocked there is an area that they can click so that their IP address can be unblocked. It can take a few minutes for that to go through.

ACOA:

“Unable to access G: Drive” they will need to open up the Google Drive app and sign in again.

Save window is just white in Adobe Acrobat:

  • Launch the application and go to Edit menu(Windows)/Acrobat(Mac) > Preference > General.
  • Uncheck the box for “Show online storage when saving files”.
  • Click “OK” at the bottom to save the settings.

Now try to save the file and check if it works fine.