Purpose: To ensure effective and efficient remote support for client issues.
Procedure:
Initial Assessment
- Gather information from the client to understand the issue.
- Log details into the ticketing system, including issue description and client contact.
Remote Access and Troubleshooting
- Request client permission to access their system remotely.
- Troubleshoot the issue following SatCom’s standard troubleshooting guide.
Escalation and Resolution
- If the issue cannot be resolved within 30 minutes, escalate to a senior technician.
- Once resolved, confirm with the client that the issue is fully addressed.
Documentation and Closure
- Document the resolution steps in the ticket.
- Obtain client confirmation and close the ticket.
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