Technical Support Fundamentals Module 6 Troubleshooting Customer Service

Situacion: You are working as an IT support specialist and receive the following request thorough chat: Name: Yuki Saitō Customer number: 674213 Issue: I need more bandwidth Chat log: Mia: Hi Yuki, how are you today? I see that you are concerned about needing more bandwidth. I'd be happy to help. Yuki: Thanks, I really need it! Mia: Can I ask what you mean by "needing more bandwidth?" Yuki: I mean that everytime I try to use my computer after lunch, it's incredibly slow. I think I'm using all the bandwidth in the morning. What do you do next?

Ask more questions about what programs they're using.

Situation: You work for a company that requires a visual verification when resetting passwords. The verification doesn't have to be done through your company account. However, you must see the person "live" (not through a picture), so that you can match them to their photo before resetting their account. Scenario: Phone call Anastasia: Thanks for calling. My name is Anastasia. How can I help you? Ling: Hi, Anastasia. This is Ling. I need to reset my account password. Anastasia: Hi, Ling. I'd be happy to help you with that, but first I need to verify your identity. Can you do a video call with me through Skype? Ling: I can't get into my work account. That's why I'm calling. What would you do in this situation? Check all that apply.

Ask the user if they have a personal account to use for Skype. Offer to set up a video call through Skype, Facetime, or Hangouts.

Question 1 You're doing desktop support, and the company policy is that you can only help with company equipment. A user walks in: Tech: Hi there, how can I help you? User: My computer is really slow, and I can barely use it. Can you help me figure out what's wrong? Tech: It looks like this is a personal computer. Are you talking about your work computer? User: Uh, no, this is the one that I need help with. I figured you're good with computers, and you could help. My daughter needs it for a school assignment that's due tomorrow, but it's too slow for her to get anything done. What would you do?

Explain why you can't troubleshoot the issue, per the company policy. But give them some tips on what common issues could be slowing down his computer, and how they might go about fixing them.

A user needs their password reset. The IT Support Specialist is pulling up the necessary information while the user starts asking a bunch of questions: Why does the password have to have a capital and a symbol? Why can't I write it down? Why does it change so often? Isn't this a waste of time? How would you respond to the user?

Let the user know that you're working on their issue and will be sure to answer all of their questions once you're done.

Question 4 You receive the following ticket from a user: My machine is saying I have to reboot, but this is silly. I have a ton of processes running, I don't want to have to reload everything. This is a waste of time. I've included a screenshot of the message. Please advise. -Aditya Choose the best response

Thanks for contacting support. I see that you're concerned about rebooting your machine. Based on the screenshot you provided, it looks like you received the reboot prompt because a new program was installed. In order for the program to start working, you'll need to reboot your machine. Is it possible to save your commands beforehand, so that you can get to them again? Please let me know if there is anything further that I can help you with. Regards, Amelia