Employee Handbook for Online Chat Support Specialists
Mandatory: You must download Zoom Marketplace and create a [email protected] (Zoom Email)
YOU MUST PROVIDE YOUR ZOOM MAIL ADDRESS TO SUPPORT ([email protected])
Download Zoom Workplace and create account. Download here
1. Logging into your appointment calendar:
- Accessing the Dashboard: Goto https://tekguyondemand.com/login or scroll to the bottom of the home page and click Login
- Enter the user name and password from the email you’ve received.
- Pick and choose your days off and your average daily hours.
2. Managing Appointments:
- Manage appointments from inside your personal calendar.
- Update, change, or contact email SUPPPORT to assign service ticket to another Zoom Technician.
2.1 Connecting at the Scheduled Time:
- You will receive an email with a link to connect with the customer at the scheduled time.
- Click on the link provided in the email to join the session promptly.
2.2 Marking Appointments as Done:
- After completing the session, return to the Bookly calendar.
- Find the appointment you just completed and mark it as “Done.”
2.3 Filling Out Session Notes:
- Click on the appointment to open the details.
- Fill out the notes section with relevant information about the session.
- Save the notes to ensure accurate record-keeping.
3. Payment and Reimbursement:
3.1 Reimbursement for Completed Calls:
- You will be reimbursed $15 for each completed call.
- Payments are made weekly every Monday at 5 PM.
3.2 Pay Period:
- The pay week starts on Monday and ends on Sunday.
- Electronic Payment will be deposited into the bank account you provided every Monday.
3.3 1099 Contractor Status:
- You will be paid as a 1099 contractor.
- Ensure you keep track of your earnings for tax purposes.
4. Additional Procedures:
4.1 Quoting Parts for Hardware Issues:
- If a hardware problem is identified, inform the customer that a quote for the necessary part will be sent to their email.
- Explain that they can choose to purchase the part for a DIY repair.
- Offer assistance for the DIY repair over the phone once they receive the part.
- Notify [email protected] so they may follow up with parts quote and ordering.
4.2 Field Technician Service:
- If the customer prefers, offer the option of a field technician to complete the repair.
- Inform them that this service comes at an additional cost, which will also be included in the email quote.
- Notify [email protected] so they may provide the customer with a quote.
- Ensure the customer understands that an email with instructions on how to proceed will be emailed. Ensure the customer understands our support team needs time to interact with their vendors, they will be sending you a quote.
5. Professional Conduct:
5.1 Code of Ethics:
- Adhere to the company’s code of ethics and standard professional behavior.
- Treat every customer with respect, honesty, and empathy.
5.2 Continuous Improvement:
- Stay updated with the latest product knowledge and technical skills.
- Seek continuous improvement through training and professional development.
