Introduction:

Product Support’s goal is to assist AGS Field Technicians and Customers maintain their equipment and limit down time. In Product Support the answer “I dont know” is acceptable only when followed up with “but let me find out and get back to you.”
Our mission is to help techs help themselves, training is on going and apart of every interaction.

Expectations:

1. Be where you are expected to be when you are expected to be there.

2. If you dont know something, learn it.

3. If you can’t learn it ask for help.

4. Look up every error and if a document doesn’t exist, create it.

5. Assist the Field Tech with discovery and help them learn how to resolve issues.

6. If you know something is documented, don’t just give the answer find out how they didn’t find it.

7. Make sure every tech has done their due diligence before assisting.

8. Monitor and reply to all posts in The_Field Channels.

9. If a tech calls you direct, don't answer.

10. When a tech calls in and doesn't have a ticket, tell them to call back when they do.

11. Complete the process by following up to learn the resolution.

Customer Service:

1. We greet every call with: “AGS Support how may I assist you?” and end every interaction with “Happy to help, is there anything else we can do for you today?”

2. We do not apologize, we say “That’s unfortunate, lets find a way to resolve this issue?”

3. Every tech has a different level of knowledge/experience, treat everyone like your taking to your mother.

temp:How does a tech report an ongoing issue that need to be escalated that they have already fixed. Stop code to say “I want support to be aware this issues continues to happen even though we can resolve it in the field”