1 HSO Team

HSO TEAM: 

HSO TEAM

What Will You Know?: 

What Will You Know? This presentation covers: What the HSO Team does HSO Team duties How the HSO Team is structured

Slide3: 

REMEDY TICKETING SYSTEM The HSO Team works with the Remedy Ticketing System to ensure our customers are being routed to the correct support group, the customer’s concerns are being handled within 24 hours of their request, and building a history of issues and troubleshooting steps taken.

Slide4: 

HSO TEAM The HSO Team is responsible for working all Tier 1 & Tier 3 Tickets within 24 hours of service request. Responding to all Help3 Emails within an hour Our customers have the option of sending email for service requests

HSO Team Continued: 

HSO Team Continued Responding to all Tier 3 Voicemails within hour Our Subscribers may leave a voicemail for call back. When our queue is shutdown our Voicemail will be in use. After the queue is turned back on callbacks are required. Handling feedback requests sent down from NHD Examples: Remedy contact info updates – CSR Feedback , cold dumps, Unprofessional conduct, etc…

Slide6: 

How Do We Accomplish These Duties? The HSO Team has a Team lead Neil Aman A member of the management team as an overseer Renee Johnson-Chappell

Duties Tier 3 Tickets: 

Duties Tier 3 Tickets The HSO Teams responsibility is to take all inbound calls first. After inbound calls are taken and no calls are on hold The work flow process is as follows: Tier3 Tickets – The HSO team will work all Tier3 tickets from oldest to newest ensuring every customer gets contacted within 24 hours. If we are unable to speak to a customer and we can leave a message we will notate Remedy, and ICOMS with a template indicating the ticket number, issue, and status of the ticket. If we do contact the customer we will work the issue until the issue is resolved. If we are unable to leave a message, we will notate the Remedy ticket and ICOMS account of such, and leave the ticket open so that another attempt can be made.

Duties (Feedback): 

Duties (Feedback) Feedback – Feedback is left by our NHDs to give suggestions or to help us out regarding our customers. Most feedbacks are about updating customers information such as telephone number, name, or MAC ID. All this requires is validating the information in Remedy (sometimes referred to as ESS) and the billing system) and updating the pertinent information. Feedback is worked after all tier3 tickets have been updated/contacted. For more information: http://neo-whp-tsweb/~training/index.php?id=4&tid=46

Duties (Tier 1 Tickets): 

Duties (Tier 1 Tickets) Tier1 tickets are worked last. The same rules apply to Tier1 tickets that applied to Tier3 tickets. Tickets in the Tier1 bucket are issues that the NHD has looked at and determined that that the local division needs to step in an resolve the customers problem. Such issues may include: Provisioning, offline modems, intermittent connectivity, password help, and billing questions. Most issues have already been handled by a tier1 rep, however the ticket remains open for whatever reason, therefore we must call the customer to make sure their issue is resolved.

HSO and others: 

HSO and others You will also interact with other departments of TWC in your day to day operations. Whether it is our RDC to resolve an email trouble, or GNOC to resolve a network issue we are the go to department to get issues resolved regarding the RR network.

Moving on: 

Moving on There are many learning resources available to you. If you need information, look on the G: drive when you have some downtime, or on our training section of our Tier3 website. If you have any helpful hints we are always open to new ideas and troubleshooting tips. Remember we work as a team, communication is key, and as with that we can only succeed.

Ticketing Rules: 

Ticketing Rules You must wait 6 hours in between contacting the Customer to CLOSE the tickets. The customer can still be called as many times as it takes during the day. The ticket cannot be CLOSED unless they meet the criteria below. Tier 3 Tickets: Contacts – 3 No answers or 2 Voicemails Must use ticket templates Tier 1 Tickets: Contacts – 2 No Answers or 1 Voicemail Must use ticket templates