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, …

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 is going to be late, what do i do?

It is the responsibility of the technician to inform the dispatcher that they will be arriving late to their appointment.  They must notify the dispatcher at least 15 minutes ahead of time.  This gives the dispatcher enough time to then turn around and contact the client. The dispatcher must inform the client that the technician …