====== After Hours Technical Support ======

**All calls are to be logged as open tickets.** -Never close or resolve a ticket during creation. Select your username and the best categories for the call

**Never create call logs**  



===== Phone Call Tree =====


All calls should be answered:

**"Thank you for calling Intellipop, This is [your name], how may I help you today?"**

For current customers look them up by last name, and ask the customer to give you their physical address for verification. **Always ask for their name and the best call back number** If the callback number is different from the main number listed on the account, ask if the number on file is still a good contact number. Update as needed. 


**If you are unable to resolve the customer's issue over the phone, be sure to advise them that they will be contacted back by a tier 2 technician during regular business hours, M-F 9-5 and Sat 10-3** 



-[[gtc:after_hours_tech_support|Technical Support]]

-[[gtc:Sales]]

-[[gtc:customer_billing|Billing]]

-[[gtc:Account Information]]

-[[gtc:when_will_my_technician_arrive|Where is my Technician?]]

-[[gtc:scheduling_process|Scheduling Procedures]]

-[[Upset Customers]]




===== Other Info =====


-[[GTC:Ticketing Procedures]]

-[[gtc:Outages]]

-[[GTC:CRM Specifics]]

-[[gtc:Holidays]]

-[[gtc:Solicitors]]