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  • Published: 27 Dec 2021
  • 15 Pages, 3816 Words
Assisting A Student With Technical Issues: A Customer Service Scenario

Steps to Address the Student's ConcernsYou are a level 1 technical support specialist at an online university. You begin your day by logging into your IT Service Management software. You see that there are a few tickets that came in during the night when there is nobody staffed. You also notice that there is a new voicemail in the queue. A student named Randall has called and reported his dissatisfaction with the school’s online classrooms being offline for scheduled mainten...

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