Tech Support Ticket Training

Tech Support Tickets

Via Phone, Email, and SMS

Tech Support Tickets: via Phone

Reminders:

• Please check for an open case if a tech issue is mentioned during a call.
• Remember to never reopen a closed case.

• Create a new Tech Support Ticket from the Parent/Guardian Contact
• Complete the Required Fields

• Example Template
• Upstart Login Troubleshooting Completed (if needed): N/A
• The method being used to access the site: N/A
• Email being used to access the site: N/A
• Does the login method match the Accepted Enrollment Form? N/A
• Preferred Contact Time and Time Zone: Between 1:00-3:00MST
• Detailed Description of the Issue:
• Detailed notes are required to explain what the family is experiencing.
• Include if the computer will not turn on or charge.
• If no Tech Support Specialist is available for a call transfer, note why in a case comment per the Inbound Call Process.

Required Fields & Example Template

Questions

Tech Support Tickets: via email and sms

Reminders:

• Please check for an open case if a tech issue is mentioned during an email or SMS.
• Remember to never reopen a closed case. Always create a new one.
• Tasks should not be created for Tech Support Reps.
• Email and SMS cases should never be assigned to Tier 2 Support.

If a caregiver expresses a technical issue via email:

• Reply to the caregiver with the Personal Coach (Coach Tech Email Response Template) or Group Coach (Tech Support - Please Call Us for Tech Support)
• Reps create a task on the case with the email to log your contact and close the case. Unless it is a case that will close automatically (Usalge or Completed Training Cases).
• Reps create a follow-up task on the case with the email to follow up with the family to ensure the issue was resolved so that they can use the program.

Technical issues expressed via email

If a caregiver expresses a technical issue via SMS:

• Reply to the SMS with the Coach Tech SMS Response
• Reps create a task on the case with the SMS to log the contact and close the case. Unless it is a case that will close automatically (Usage or Completed Training Cases).
• Reps create a follow up task on the case with the SMS to follow up with the family to ensure the issue was resolved so they can use the program.

Technical issues expressed via SMS

Creating the tech support ticket

• Create a new Tech Support Ticket from the Parent/Guardian Contact
• Complete the Required Fields
• In the Issue Details Section, include Customer Type (Upstart Traditional, Upstart Provider,etc).
• In the Device Details Section, include Device being used.
• In the Description Information Section, include the following:
• Subject: Tech Support Ticket Case submitted via Email or SMS
• Description Template: Copy and Paste the template below into the description field and fill it out with the requested information.
• Original Case Number:
• Copy of Email or SMS:

Questions

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Did you know...

We retain 42% more information when content is interactive. It is perhaps the most effective resource for capturing your audience's attention.

Did you know...

We retain 42% more information when content is moving? It is perhaps the most effective resource to capture your audience's attention.

Did you know...

We retain 42% more information when content is in motion. It is perhaps the most effective resource to capture your audience's attention.

Did you know...

We retain 42% more information when content is moving? It is perhaps the most effective resource to capture your audience's attention.

Did you know...

We retain 42% more information when content is interactive. It is perhaps the most effective resource for capturing your audience's attention.

Did you know...