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Technical Support Training Manual
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Technical Support Technical Support TrainingTraining
Elya McCleave - VP of Customer CareGiovanni Hale - Customer Service/Lead Hostmaster
About HopOne and SuperbAbout HopOne and Superb
Our VisionOur Vision
Technical Support Team and CS TMTechnical Support Team and CS TM
IT Services of Superb Internet and HopOneIT Services of Superb Internet and HopOne
Clients & Priorities LevelsClients & Priorities Levels
Policies & ProceduresPolicies & Procedures
Ticket Handling Standards of OperationsTicket Handling Standards of Operations
Extras…Extras…
ObjectivesObjectives
HopOne Internet Corp.HopOne Internet Corp.
•National commercial transit IP network
• EEstablished in 1999
• Headquartered in Tyson's Corner, McLean (DCA2)
• 3 Data Centers (DCA2, DCA3 and SEA2)
• National reach - spanning from New York through Virginia, Illinois and on to California.
Superb Internet Corp.Superb Internet Corp.
• World-class, award-winning web hosting companycompany
• Established in 1996
• Headquartered in Honolulu, Hawaii (HNL1)
• The biggest client of HopOne Internet Corp. with 24x7 Customer Service & 24x7 Tech Support.
• Highly Competitive Reseller & Affiliate Programs (70% of customers are resellers)
• Serving customers in over 150 countries worldwide.
Our VisionOur Vision • world-class web hosting service.
• motivation, contribution and participation• Our principle: one
person can make a
difference!
• Our aim: the sky is the limit!
Our Technical Support TeamOur Technical Support Team
• Provides support to all Superb Internet Corp. customers on 24x7 phone and ticket basis
• Works out of three Data CentersDCA2 - McClean, VADCA3 – Springfield, VASEA2 – Seattle, WA • There are three tiers of support: Tier 1, Tier 2 and Tier 3.r 3.
Tier 1 SupportTier 1 Support
Primary focus is initial contact with the Primary focus is initial contact with the customer and SLAs.customer and SLAs.
Typical Functions by Priority: Typical Functions by Priority: Phone Phone SupportSupport, Ticket Support, NAS, TM, Server re/installs and unplug tickets, Server hardware up/downgrades, Facility work
TECH TECH (Primary Queue)(Primary Queue)
TECH ESC (Secondary Queue)TECH ESC (Secondary Queue)
Tier 2 SupportTier 2 Support
Resolution to all the tickets T1 staff was unable Resolution to all the tickets T1 staff was unable to handle. to handle. 90% 90% of technical issues resolved by of technical issues resolved by T2sT2s
Typical Functions by Priority: Typical Functions by Priority: Escalated Escalated Ticket Support, Phone SupportTicket Support, Phone Support, NAS, IRA and KB Docs, TM, Facility Work, Extra Projects
TECH Esc TECH Esc (Primary queue)
TECH (Secondary queue)
Tier 3 SupportTier 3 Support
Resolution of the most complex escalations Resolution of the most complex escalations within support. Ideally nothing should pass this within support. Ideally nothing should pass this tier. Set an example and keep the bar high.tier. Set an example and keep the bar high.
Typical Functions by PrioriTypical Functions by Priority: Escalated Ticket Support, Phone Support, IRA and KB Docs, Extra Projects, TM, NAS, Facility Work
TECH Esc TECH Esc (Primary queue)
ENG (Secondary queue)
Customer Service TMCustomer Service TM
Assists in ensuring SLA & Quality Assurance Assists in ensuring SLA & Quality Assurance globally (all the departments). Overlook Tech globally (all the departments). Overlook Tech and Eng TMs.and Eng TMs.
A “shoulder” for you to lean on.A “shoulder” for you to lean on.
Overlooks all the customer-facing queues Overlooks all the customer-facing queues (Tech, Tech Esc, ENG, (Tech, Tech Esc, ENG, HoldHold, SR, PSD, SysAdmin, , SR, PSD, SysAdmin, Sales, Billing and CRM)Sales, Billing and CRM)
On IT Services of Superb On IT Services of Superb Internet and HopOne.Internet and HopOne.
DCA2, DCA3, SEA2 and HNL1DCA2, DCA3, SEA2 and HNL1
SystemsSystems
Tech Support Tech Support DCA2, DCA3 and SEA2DCA2, DCA3 and SEA2
PSDPSDHNL1HNL1
DevDevHNL1HNL1
YVR1YVR1
Our focus as a teamOur focus as a team
Customer Support Customer Support WorkflowWorkflow
Accounts OverviewAccounts Overview
Managed SharedManaged Shared (SH and SE shared) (SH and SE shared)
Self-Managed DedicatedSelf-Managed Dedicated ((unified dedicated unified dedicated and and Colo) Colo)
Managed DedicatedManaged Dedicated (dedicated server with (dedicated server with the following services Managed Backup, the following services Managed Backup, Managed FWSM Firewall, Proactive Monitoring, Managed FWSM Firewall, Proactive Monitoring, Patches & Updates, OS Hardening, Gold or Patches & Updates, OS Hardening, Gold or Platinum Priority)Platinum Priority)
Let’s talk about Policies Let’s talk about Policies and Procedures….and Procedures….
WHEN A PROBLEM WHEN A PROBLEM HAPPENSHAPPENS
Send an E-Mail to Send an E-Mail to [email protected]@superb.net
Call the Call the personperson responsible for maintenanceresponsible for maintenance
Evaluate the Impact on clients (call the VP of Evaluate the Impact on clients (call the VP of Customer Care if it’s a global issue)Customer Care if it’s a global issue)
Update NSSSC Update NSSSC
In the event no one can be reached, you can In the event no one can be reached, you can contact the Operations Manager, Shift contact the Operations Manager, Shift Supervisor or VP of Customer CareSupervisor or VP of Customer Care
On escalations in On escalations in generalgeneralWhen to escalate?When to escalate?
How to escalate?How to escalate?
Who to escalate to?Who to escalate to?
**For more details refer to **For more details refer to Escalation Procedures Escalation Procedures (TSM)(TSM)
ESCALATIONS from ESCALATIONS from TECHTECH
to ENGto ENGCALLSCALLS
TICKETSTICKETS
CUSTOM WORKCUSTOM WORK
**For more details refer to **For more details refer to Technical Escalation Technical Escalation (from (from TECH ESC to ENG - TECH ESC to ENG - TSM)TSM)
If there are problems If there are problems with escalations from with escalations from Technical Support….Technical Support….
Ticket Handling Ticket Handling Standards of OperationStandards of Operation
Responsibility & AccountabilityResponsibility & Accountability
Accepting & Refusing Passed TicketsAccepting & Refusing Passed Tickets
Taking TicketsTaking Tickets
Passing TicketsPassing Tickets
Reboot RequestsReboot Requests
Ticket System OverviewTicket System Overview
RecoursesRecourses
IRA’s Internal Knowledge Base (HowTOs and IRA’s Internal Knowledge Base (HowTOs and tutorials)tutorials)
External Knowledge Base (FAQs)External Knowledge Base (FAQs)
Data Center Technicians and CS (Proven track Data Center Technicians and CS (Proven track record)record)
Our Websites (Products and Services)Our Websites (Products and Services)
Corporate and Internal Blogs (staying informed & Corporate and Internal Blogs (staying informed & involved)involved)
CS ChecklistCS Checklist
GreetingGreeting
Customer FocusCustomer Focus
Customer ResolutionCustomer Resolution
Closing Closing
but One more thing….but One more thing….
Tips from Tech SupportTips from Tech Support
Be nice to Tech Support ;-) Very important!Be nice to Tech Support ;-) Very important!
Make sure CS TM doesn’t see the color Make sure CS TM doesn’t see the color RED RED in in your queue.your queue.
Say “Thank you” and “Sorry” Say “Thank you” and “Sorry”
Stay positive, customer-centric and proactiveStay positive, customer-centric and proactive
Stay involved and keep communication goingStay involved and keep communication going
Questions?Questions?
Thank you all for attending Thank you all for attending the first Online Training the first Online Training
Session!Session!