Scribd
Upload
204 views

Web Technical Support - Technical Task (Answers)

The document describes 5 technical support tickets received by a support engineer for an internal accounting portal. For each ticket, the support engineer takes the following actions: 1) Suggests using a different browser temporarily and notifies development team while reassuring the customer help is on the way. 2) Checks the dropdown menu issue and communicates findings back to the customer. 3) Determines if the internet issue is internal, contacts the provider, and suggests a temporary solution to the customer. 4) Explains password policies are for security and recommends password management tools. 5) Whitelists or requests whitelisting of the customer's home IP address to allow remote access.

Uploaded by

Ilya Ushar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
204 views

Web Technical Support - Technical Task (Answers)

The document describes 5 technical support tickets received by a support engineer for an internal accounting portal. For each ticket, the support engineer takes the following actions: 1) Suggests using a different browser temporarily and notifies development team while reassuring the customer help is on the way. 2) Checks the dropdown menu issue and communicates findings back to the customer. 3) Determines if the internet issue is internal, contacts the provider, and suggests a temporary solution to the customer. 4) Explains password policies are for security and recommends password management tools. 5) Whitelists or requests whitelisting of the customer's home IP address to allow remote access.

Uploaded by

Ilya Ushar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
You are on page 1/ 3

Web technical support – Technical Task

You are a support engineer and your responsibility is to support Accounting Portal used by internal
employees. Describe the actions that you would take in the following situations.

1) Ticket 1: "I'm getting a java error trying to click a button on the portal. This is URGENT!
Resolve
immediately!
Jane,
Accountant"

You understand that this is something a developer can resolve. You know his mobile number, but
he lives in other country and it's 4 am in his time zone.

Your actions:

*Send the following reply

"Dear Jane!

I have contacted our IT department and have begun working to resolve this issue as soon as
possible. In the meantime, let's try to access the portal by using a different browser. I will remain
with you on the line to help you gain access."

*Send a message to the developer, in case he can actually reply immediately, and call him in 4.5
hours.
*Suggest to customer to use a different browser for now.

2) Ticket 2: "I think there's a bug on the portal. I'm trying to send a payment file to the bank, but
cannot find an appropriate option in the Payment Description dropdown, so the salary payments
cannot be processed. I'm sure the option was there just yesterday. Could you please check?” Jane,
Accountant"

And at the same time, you're getting

3) Ticket 3: "My internet connection is not working and I have an URGENT Webex call in a few
minutes. Help! John Smith, CEO"
Your actions:

* Check if the ticket 3 issues is indeed the internet connection.

*Send the following reply to Ticket 3

"Dear John!

We will contact our internet provider immediately to reestablish connection and resolve the
issue. In the meantime, have you tried using your mobile phone WIFI as a hotspot for
temporary connection? "

(Based on my job description, I do not see any way for me to assist the customer if the issue
lies with his internet connection)

* Contact Internet provider, attempt to resolve the issue

* Check the dropdown menu for Ticket 2. If the client is correct and the dropdown menu that
is supposed to be there is not present, contact the developers/see if there is are any changes
for future reference.

* Locate the option that the customer is looking for, and send a message detailing the process
where to find it.

4) Ticket 4: "The portal says that my password has expired and I need to change it. It happens
every 3 months, and I'm really tired of it. Change the settings for me, so I do not have to
spend time on these annoying things. This seriously affects my productivity! Jane,
Accountant"

Your actions:

"Dear Jane!

Unfortunately, the password settings are regulated with regard to our company's security
protocols. The safety of the information is our top priority. We recommend using password
management applications that will help you minimize time spent on updating passwords. "
5) Ticket 5: "I want to work on the portal from home, but it says "Login Failure - Restricted IP".
Could you please whitelist my home IP address - 192.168.112.104? Jane, Accountant"

Your actions:

* Depending on my access level, either whitelist the IP address for the company’s VPN or ask the
system administrator to whitelist the IP.

" Dear Jane!

I am pleased to inform you that we have whitelisted your IP address. Do not hesitate to contact us
for any further inquiries! "

You might also like