📕Instructions Document

Sample a document detailing instructions for common job-related tasks.

Basic Technical Support Tasks

Overview

1. Answering tech support calls

2. Receiving equipment for tech support

3. Swapping equipment for tech support

4. Arranging and directing tech support appointments

5. Setting up email guidelines

Definitions

OS: Operating System (i.e., Mac, Windows, Linux) Process

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Answering tech support calls

1. Except for simple questions regarding Internet or phone services, most calls (or in-person questions) that require troubleshooting Internet or phone services should be directed to the Internet Tech Support department or ISP.

2. Tech Support can be contacted by dialing their extension, [redacted], and is accessible from any company phone line. You may also contact Tech Support directly at [redacted] or via email at [redacted]. The Tech Support department is available 8:00 AM to 9:00 PM EST, Monday to Friday, and on Saturdays, 9:00 AM to 5:00 PM EST.

Receiving equipment for tech support

Please Note: There is no fee for the diagnostic service. Customers will only be charged if any parts are replaced or installed.

1. Verify the customer has talked with a tech support technician. No equipment should be received without prior consent from the Tech Support department.

2. Provide the customer with the COMPUTER REPAIR FORM.

3. The customer should complete the following fields: name, contact number, email login (if the issue is related to email), windows login (if the computer has a password to access the desktop- any OS), description of the issue, OR ticket number, signature, initials, and date.

4. Contact the Tech Support department to alert them that equipment needs to be picked up.

5. If there is no phone answer, send an email notification to [redacted] alerting that the equipment is ready to be picked up.

   1. Advise the customer that the primary task of tech support technicians is to answer phone calls and that they tend to customers' equipment during their downtime. A technician will contact the customer if any additional equipment or information is required and notify them when the equipment is ready for pickup.

Swapping equipment for tech support

1. If a tech support technician advises the customer that their equipment needs to be exchanged for a new one,

   1. Request account information and verify identity.

   2. Verify if the equipment has been delivered to the customer service front desk.

   3. If the equipment has not been delivered, contact the Tech Support department.

   4. If the equipment is found, verify the equipment has been added to the customer’s account. This is the case most of the time.

   5. Retrieve the old equipment, and provide the customer with a receipt. Remove the equipment from the customer’s account and note the Customer Summary OR add use a reminder note on the Account window. Store returned equipment in the appropriate basket. SEE 1.3 ESTABLISH OR CHANGE EXISTING CABLE_INTERNET_PHONE SERVICES.

Arranging and routing tech support appointments

1. When a customer comes in requesting to see a technician,

   1. Contact the Tech Support department to verify if a technician might be available currently.

   2. If no technician is available,

      • Verify the customer information, such as name and account number (5#####-0#####).

      • Contact the Tech Support department and inquire about available times.

      • Have the customer agree on a time.

   3. If no technician is available to schedule the appointment,

      • Email the Tech Support department with the information and specify the customer will need a call back to verify appointment times.

      • You may also tell the customer to call back during Tech Support business hours to make an appointment.

   4. If the customer already had an appointment,

      1. Contact the Tech Support department.

         • If someone is available to see the customer, direct the customer to the Administrative side to be seated.

         • Alert the Administrative attendant that someone is there to see a tech support technician.

Setting up email guidelines

1. Customers are allowed two (2) email addresses ending in [domain redacted]. After the initial two accounts, SEE SCHEDULE OF FEES_CHARGES_ DISCOUNTS for additional email fees.

2. When customers sign up for new accounts, their password must meet the following:

   • Minimum of eight characters.

   • It must be a combination of letters and numbers.

   • At least one upper case letter.

   • It can be more than eight characters in length, and special characters are allowed but not required.

3. Any username may be used as long as it’s available.

4. To aid in a more positive experience for customers requesting email, use the Email Search section on the Business Portal [link redacted]. This section provides the ability to insert the username requested by the customer to see if it is already in use and the associated customer number. Only enter the username; do not enter [domain redacted] or [domain redacted].

5. A search will yield an exact match and any username leading with the searched characters as recorded in the customer summary. For example, if you wanted to find out if the username of support was in use, you could search for “support,” and it would yield results of customer number 999999. You could also enter “supp” and get the same results; however, searching “port” would not display the support email as the leading characters were left off. 5.6. For additional information on Email settings, visit [link redacted].