Tech support

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Across
  1. 2. Seriel number of the device
  2. 4. Tool used to access customers device
  3. 5. helps us educate the customer on using their device
  4. 9. Customers share data and have unlimited voice and messaging
  5. 10. changing customer plan/feature to an earlier date to help customer avoid overages
  6. 12. This must be turned on in order to access customer device when using Remote Support
  7. 13. Used on all calls - verify customer and notate account
  8. 14. Personalized, easy-to-read summary of all lines on the account and includes plan details as well as services and features.
  9. 16. Used by Tech Support to troubleshoot technical issues
  10. 19. This tab lists contract details
  11. 20. Transfer type that does notify anyone a transfer is happening
  12. 22. This tab has equipment information (model, sim, IMEI, etc.)
  13. 23. Minutes that carry over to the next month
Down
  1. 1. AT&T's phone,internet and television service
  2. 3. Service that will bring you gas or unlock your car
  3. 6. This has 5 key behaviors
  4. 7. Type of device the customer receives from warranty
  5. 8. Look up employee by name or attuid
  6. 11. Monthly recurring charges
  7. 15. Knowledge base used to by AT&T
  8. 17. Top of the troubleshooting pyramid
  9. 18. Assessed when I get a newer phone; $36
  10. 21. Program used to verify usage and process warranty exchange