CUSTOMER SUPPORT
RULZ
Access Numbers:
* ALL entries into supportlogs for initial setup & DUN settings checks WILL have the number used for dialup included....regardless of operating system.
Bathroom Key
It is VERY important that employees be able to access the bathrooms during their shifts, and for some, this is the only key they can use. Please return it to rm 1131.
Branch Owners
It's recently come to my attention that a member(s) of the support staff has been referring customers to branch owners for support issues...this will cease immediately. Branch owners contract with E-Znet Corporate for ALL billing and support...if an issue arrises that the branch owner should be made aware of please notify your supervisor who will then make the determination if the branch owner should be contacted and then take appropriate action. Thank you for your cooperation in this matter -jeff 9/8/99
Corporate customers
Under no circumstances are you to approach the sales staff or engineering with the problem.
Contacting engineering
we do not have a senior support rep -- all CS Reps are equal in their job responsibilities. This does not mean that whoever notices a problem can contact the techs...I will appoint a rep whenever Mike or myself are not present.
Creating New Users
** Creating New Users (jeff)
Before you enter a new UID in users.db make sure you finger the UID on shell first, don't depend on users to flag a UID that's already in use.
Customer calls
If a customer calls with a problem with a specific service such as wireless, ISDN, etc. make sure that you treat this as if it's unique to that customer...even if the problem is on our end and it's affecting all other users of that service, treat the call as if the problem is unique. -jeff 10-20-99
Dress Code
The entire company is expected to present itself in a more business like manner. For support,tech and web staff shorts will not be allowed Monday - Thursday. Friday is still a casual day, however casual attire is expected to be presentable (no holes in shorts, etc). Weekend staff are free to wear whatever makes them comfortable. Comments on the dress code can be directed to Rick or Mr. Day.
ESL pricing
There seems to be some confusion about ESL pricing options, I was just handed a list of inconsistancies generated from the users.db. The numbers I'm seeing are not even close to what the actual cost should be...please refer to your SOP manual for actual pricing options. -jeff
Fast Busies
Fast busies are an indication that the telco has reached capacity, It was determined that in the event of a report of fast busies the on-call technician, and the branch owner will be notified and made aware of the report. When reporting the problem please be specific i.e. time of report, location, etc. Just inform the customer that our engineers will be made aware of the problem. -jeff
Games
** Playing Games During Work Hours (jeff)
I realize that to some degree distractions are necessary to keep one's sanity during the day...I don't have a problem with this as long as it doesn't become excessive and interfere with other work that needs to be done within the dept. If the playing of games becomes excessive I will be forced to put a stop to all game playing during work hours. Under no circumstances are network games to be played.
GET ON THE INTERNET ICON
* All customers who use our 3.1 software WILL have the 'Get on the Internet' icon deleted by us and logged in supportlogs.
HEADSETS 2/1/99
Just so there's no confusion about the headsets...IF YOU WERE NOT ASSIGNED ONE YET, YOU ARE NOT TO USE ONE. Health codes state that these may NOT be shared. Everyone will have one soon.
–Jeff
Holidays
- Labor Day(1999) will be a normal work schedule...anyone who is scheduled to work will get a day off to be used at a later date. The meeting scheduled for that day will be held Tuesday Sept. 7th. -jeff 9/2/99
Internal Support mail
Until they get the problem with eznet-support figured out we can use support@promisedland.org as an internal support communications tool. Sending to this address will go to all support staff members. -jeff 12-8-99
Long Distance Policy
When doing a new user setup, or anything having to do with an access number being given to the customer, we will continue to make note in the call log of their location, number given to customer but we will now be required to add that they were read E-Znet's LD policy statement. This is all done in an effort to eleviate E-Znet's responsibility for any LD charges incurred. This will be effective immediately. -jeff 9/3/99
On-Call Tech
Effective Monday Dec. 13th I will be responsible for updating the on-call tech on the whiteboard. In the event that I get here late I will call in and have either Andy or Jayne update the board. -jeff
Payment plans
The Alternative Payment section of the SOP manual has been updated, please take a minute to look over the changes (page 3). -jeff
Phone Systems
** Phone Systems (jeff)
Phones are not being I/O'd when work stations are left unattended...this is starting to become a major problem, not only is it annoying but an increase of hold times is a direct result of this. If you leave your station temporarily I/O your phone, when you go to lunch you should log off.
POP location and phone numbers
jeff wrote: * ALL entries into supportlogs for initial setup & DUN settings checks WILL have the number used for dialup included....regardless of operating system.
POP status
** Offline POPs
When a POP goes down call the on-duty tech first then call the branch
owner and inform him/her of the situation.
Qustions For Engineering 2/16/99
From jeff: Absolutely nobody is to go to engineering regarding any problems whatsoever, you MUST either come to me directly or open a trouble ticket...no exceptions!
Security issues 2/25/99
Support dept. now has a security shredder for sensitive material, please signup for your training class with Jeff.
Shell account creations:
There have been a rash of shell requests lately and perhaps they're legit, but just so we're all on the same page...
When answering questions about the services we offer to new customers DO NOT mention shell accounts -- if they're power users they will ask if we offer shell.
If a customer (new or existing) requests a shell acct be sure they know how to use it (LINUX) and that they're not just trying make sure that they have everything we offer. -jeff 10-26-99When telling prospective customers what they get with an E-Znet account please do not tell them they get a shell account...this is per Rick Harby. If they want a shell account I'm sure they'll ask for it. -jeff 10-14-99
Shift Reports 9-20-99
Please refrain from offering personal comments on customer complaints, shift reports ARE to be in a professional format. As for the issue of dead air in Rochester, we may have a problem as I have experienced this at home on a number of occations over the past several days. -jeff 10-12-99
In an effort to make the shift reports more consistent will will now be using an online form... from the support sub-menu select shift report. Using this form should make filling out this report easier as in the weeks to come all call data will be imported after you select your UID. ...Espernet will be monitoring these reports therefore they must be written in a professional manner...no personal comments about customers and you must be specific when talking about customer problems...do not generalize. -jeff
It is necessary for you to select your username and shift when doing a shift report, without that we don't know who the report is from -jeff 9-24-99
older notes: (I've re-done the shift reports (.shift) and placed the new version in everybody's shell acct. The subject line of the email will be "Shift Report -- your UID". this willmake the shift reports more consistant. -jeff)
Software install policy:
No software is to be installed on any workstation without approval.
SOP (Standard Operating Procedures) books
The Operating Systems Manual has had the Macintosh section re-worked, I'm sure you will find it easier to use.
Layout of section:
* Table of Contents
* Software Inventory
* Overview of the MacOS
* Folder Protection
* Software Removal
* Troubleshooting
* Network Software Selector
* EZsoft Bug
* EZsoft Install (MacOS 7.1 & below)
* EZsoft Install (MacOS 7.5 & higher)
* Classic Networking
* Open Transport
* FreePPP Setup v2.5
* Apple's Internet Connection KitAt the end of each section you will find solutions to common problems associated with each of the setups. Please look through this section and let me know if you would like to see anything added.
In addition you will find WebTV has been updated to include both the Classic and Plus versions. You will find solutions to the most common problems associated with the OpenISP program at the end of this section. -jeff 12-2-99
Past Notes: I was very disappointed with the condition of the SOP manuals, I was finding that updated sheets were stapled together and put in the front of the book, old sheets were not replaced with the updated sheets, unauthorized pages were inserted, updated pages were found on another workstation ...basically no two books were alike.
These books are supposed to be identical! I've gone through each book and removed unauthoried pages, updated each manual, and made all manuals alike. As of today, I will be the only one authorized to insert anything into these manuals, if you need another binder for misc. info. please see me. We will implement a suggestion policy for these manuals -- if you would like to see a change or feel something should be added, email me the suggestion and I will take it under advisement.
-jeff 9/1/99
Snowbirding-----Jeffery Drury 11-10-99
This program is designed to keep seasonal customers from cancelling their service when they return to warmer climates for the winter. This program costs 5.00/month and enables the customer to maintain their E-Znet webpages as well as send and receive email using Webmail. THIS PROGRAM DOES NOT INCLUDE DIALUP ACCESS.
Procedure: If a customer wants to take advantage of this program bring their \account record up in users and click the 'Snowbird' link -- this will strip the 'Login' flag from their profile...once this step has been completed be sure to email billing so they will be aware that the customer has changed to this program -- format the email as follows:
Subject: Snowbird
Body: UID
Payment method (i.e. CC, ESL, Invoice)
Staffing
** Staffing(jeff)
There is to be 2 CS Reps at all times in the support dept., this of course is when there are more then 2 scheduled reps on duty. Nobody should leave to support dept for a break when there are calls in the queue...acceptable exclusions would be scheduled lunch breaks or emergencies.
Unresolved user problems 3/8/99
Jeff wrote: I'm seeing unresolved in the new system being used incorrectly...this is just a different look for what we previously used track for...please don't fill it up with anything other then unresolved problems
User name/pass rules 9/16/99
I would like to clarify E-Znet's username and password policies... all UIDs must be between 2 - 8 characters and MUST begin with a letter -- UIDs may contain numbers, but cannot be the first character. In addition there are only 3 special characters that may be used in an UID, they are: period "." or underscore "_" and again cannot be the first character of the UID.
Passwords are to be between 6 - 8 characters, a combination of upper and lowercase letters and at least 1 number...please do not use dictionary words, usernames or any other info that hackers would typically try to use to gain access.
You cooperation is greatly appreciated -jeff
Volume
** Volume (jeff)
This is becoming a big problem, reps are talking much too loudly. The phone system is very sensitive therefore a lower tone can effectively be used. We need to tone it down, immediately, this is a very big distraction to our customers, especially when there are several reps on the phone at one time.
Workstation AREAS 2/9/99
Cleaning: all workstations are to be cleaned before you leave...The A shift are not maids and should not be expected to pick up after anyone else but themselves –Jeff
PLEASE clean up anything and everything before you leave. If you put it there, put it away!
through 12/16/99