Table of Contents
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