| Signing into Support Queue | 29288 | |
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| •3 people available to take support calls at all times until April. | | |
| •5-7 max able to take support calls (this includes 2 VAs)2 VAs trained to answer support emails | | |
| •Everyone need to learn how to submit tickets if a problem can’t be resolved during the call | | |
| All emails need to be answered or addressed by end of bushes everyday | | |
| Some VAs may need to go to working overnight on audits and or support emails in the next month or so if feasible | | |
| Try to keep the average support call to under 5 mins. 10 mins at max. If you can’t fix it within 5-10 mins let them know you or someone will follow back up by end of business via phone or email with status of issue | | |
| Make sure we follow up with all clients that have tickets to let them know if an issue has been resolved or not | | |
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| Let me put you on a hold while I pull up and look through your account” | | |
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| “Unfortunately, I won’t be able to help with this issue, this is _______ department. I can transfer you now” | | |
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| “Sorry, we will need to submit a ticket for this issue and get back to you today with the resolution.” | | |
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| We are currently quickly switching from sales to auditing/ support season. You will start to get more support questions. If you are unsure or need additional information please let the client know you will submit a ticket and assign it to a Keystone rep to solve their issue. Here is a list of all Keystone Departments: Engineer (Technical/ Software issue), payroll department, compliance department (audit issues), Bank product team/department for bank (Refund advantage) related issues, etc. these words will be used either when we are transferring a client or submitting a ticket. Today Latoya will go over how to create and assign. She will also cover which Keystone Rep is responsible for that specific department. | | |
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| If you have a client that needs further help, please use the script below: | | |
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| Please follow this protocol taking Keystone calls: | | |
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| This list is for when an employee does not know or can not find an answer or solution. This list is not in chronological order so it’s whatever is best option to use per the situation. | | |
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| 1. Put client on hold and try to find the answer/solution either by asking a co-worker or checking knowledge base and other resources. | | |
| 2. Transfer the client to the appropriate department or person who specialize in that specific issue | | |
| 3.Tell the client they will put in a ticket and move this issue on to engineers, technology team, and or appropriate department and make sure they reach back out to them by end of day via email or phone call to let them know if the issue has been resolved or not | | |
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| Keystone Department | | |
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| Latoya Williams | Office Manager | All Issues |
| Kirstin Williams | Sales/ Customer Service | All Issues |
| Latesha Lakes | Account Management | Account Mgmt/ Bank/ Direct Deposit |
| Kirstin/ Latoya/ Latesha | Payroll | |
| Latesha/ Kirstin/ Latoya/ | Bank | Refund Advantage/ Check printing issue |
| Kirstin/ Latoya | Compliance | Assigned Keystone Rep |
| Kirstin/ Latoya | Engineer (Technical/ Software) | |
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