1. Don't take the customer on their word. Verify that the problem the customer is reporting is also an issue on our end.
2. Troubleshoot prior to asking the development team for help. It is our job to make sure basic troubleshooting is completed so that the development team can do their job, which is programming and assisting us with advanced troubleshooting.
3. Search KBs, Zendesk tickets and Microsoft Teams prior to getting the development team involved. Ideally, we can find the answer without having to ask for help. This saves us and the customer a huge amount of time.
4. If you need to ask for help, first ask in the Customer Success Department.
5. If there are no answers in KBs, Zendesk, Microsoft Teams or from someone else in Customer Success - provide the below information in Microsoft Teams:
@RoutingBox Support or @MedBatch Support
What's the problem?
Provide an Example (with any relevant IDs and screenshots)
If you were able to replicate, provide steps to replicate or let them know you weren't able to replicate.
The more details you can provide to the development team, the more quickly they will be able to provide a solution.
Note: You do NOT need to keep the customer on the phone while troubleshooting. If you need time to look into something, let the customer know you will call them back.