Archives: FAQs

What is preferred for appointments? Onsite or Remote?

We must try to do everything remotely.  Working remotely allows us to multi-task and we can work on multiple tickets at a time vs. when you are onsite.  You can only work on that particular task.  There will be times when the technician will insist that onsite work is a must.  If the dispatcher is unsure if the job really needs to be done onsite, please contact David.

David will confirm and validate whether the particular task can be done remotely or must be done onsite.

How long do i book appointments for each technician?

A technician has approximately 9 hours of work, minus 1 hour of lunch time.  This means actual work hours is 8.  It is best practice to book each remote appointment in 1 hour increments.  1 hour should be enough time for the tech to resolve the issue.  Should the issue take longer than an hour, the technician must work with the client on another time slot or continue working on it and notify the dispatcher so they can reschedule the technicians upcoming appointment.

For onsite appointments, it is best to book the technician for 2 hour increments. 2 hours should be enough time for the tech to resolve the issue.  Should the issue take longer than an hour, the technician must work with the client on another time slot or continue working on it and notify the dispatcher so they can reschedule the technicians upcoming appointment.

 

A ticket came in through the portal. What am i suppose to do?

The below steps must be taken for all cases that come into the ticketing system from a client.

1. Respond back within 30 minutes to the ticket and coordinate with the client on when they will have time to work on the issue.  Check the technicians calendar and book the appointment as appropriate.

2. Inform the technician of the case being assigned to them and when that time slot will be.