IWS Tier-1 Shadowing

Let's warm you up with a softball question: What's your name?

Explain what the 'pe-f' tag is used for and give an example of why a ticket would have this tag.

If the BCs get a ticket and don’t know if the app is working as expected, what would we do?

Send it back to IWS to confirm

Send it to our technical team

Work with the product team and document the learned knowledge

Solve the ticket and pretend we didn't see it

How many CX Product, Engineering, and Data teams do we work with?

The BCs are also responsible for fixing issues on the back-end (coding).

True

False

Explain what the 'pe-a' tag is used for and give an example of why a ticket would have this tag.

When working to resolve accounts tickets, we only partner with our vendor, Yodlee.

True

False

We can assist with third-party service issues (Quicken, H&R Block, TurboTax, etc.).

True

False

What form should always be used when creating a ticket?

Support Request

CX Support

NMC Support

CX & NMC Support

What priority should be used when assigning tickets to CX BC or CX Accounts?

What shouldn't you do if you're unsure about a ticket update, supported feature, or what to do (Select One)?

Utilize your resources

Reach out to Tier 2

Ping one of the BCs

Assign the ticket back to CX BC or CX Accounts with your question(s)

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