Technical Proficiencies

Hi my name is Remy and I am your system operator trainer through this course. I will be training everyone  on technical proficiencies.  The objectives  will include, terminology on computers, what to do when your portal crashes and how to access an off site accidental support link.  I am here to guide you through this journey step by step.

 

 

Terminology

Identifying  the terms meaning

Terms:

Application Crash- When software stop functioning properly. Usually the program will exit after encountering error.

Software- the program and other operations is used by a computer.

Control panel- Its a Microsoft window product which allows to manipulate basic system and applications.

System Preferences- allows users to modify various of systems settings, which divides into preferences panels.

Skills- ability to do something well.

Operation Systems- System software that manages hardware and software  resources and provide common services for computer programs.

Key-lolo having trouble learning new material. Which tool is key-lolo lacking?

  • Control Panel
  • Skill
  • Software
  • Who cares.

What is a software?

  • Manages resources and provides common services on a computer
  • Coaching
  • The Sims
  • A program and other operation information used by a computer

Correcting issues

Portal crashes

Case Study

Jenkins who is a Tech support helpline specialist, dealing with a high volume of calls. The next call is a client who has been on hold for over 20 minutes. At this point the client is upset and now is in a rush. Jenkins apologize for the wait and get right into helping the client. Within a minute Jenkins screen  crashes and have no idea how to get a hold of the client information. She put the angry client on hold and tries  to figure out what happened. How can Jenkins help defuse this crisis?

Steps 1-3

Step One:

Keep the client calm.  The client may get a little frustrated because of the wait. Politely let the client know that you are working on the issue and  it will take just a few moments. Place client on hold.



Step Two:

Get in touch with the tech support staff on duty. Explain to tech support what happened and then let them know what the screen looks like. give as much details as you can to tech support. So they can take you the necessary steps.


Step Three:

First locate your settings icon, it depends what kind of computer you are using. If it's a Apple device, then it will  be called system preferences. If it windows, then you will have to go under the start tab where the control panel will be located.








Steps 4-6

Step Four:

After locating where the settings are, proceed to click on system preferences, which should be on the bottom of the desk icons for Apple users. For windows users, click on the start button and then control panel.


Step Five:

Now that you are on the settings preference, locate an application called recover task.  Double click on recover task and then it will open up the application. This application is use for to recover any task you were previous working on.

Step Six:

Proceed on to the application then stroll down until you see c:/users/adminstrator>r bbb info16/report.txt. Double click on the link and it will bring you back to the previous account. you was reviewing. 

Last Step

Soon as you are able to return back to the home page, enter your log information. Then  apologize to our client for the wait and  proceed on with your task online.

The name of our application is called Recover Task

  • True
  • False

After following the first six steps , what would the best last step to take?

  • Tell the client that I am tired of helping you.
  • My computer is not working properly.
  • After restoring the bank website, apologize to the client and proceed on with your task.
  • Hang up on the client and take a lunch break.
After following the first six steps , what would the best last step to take?

Support link

Online Issues

Case Study

Fez is a new bank teller for Bluebonnet Bank. He is on his second day at the bank. Its Saturday afternoon and everyone coming in at the last minute because the bank closes at 2pm. Fez calls the next person in line and begins to pull up the client information. After entering the client account information and before double checking everything, the website shuts down. Fez explains to the client that the website has shut down. Fez is now concern and dealing with the unease client, what should he do?


Steps 1-3

Step One:

From your desktop search for the appropriate internet browser.

Step Two:

Double click on a internet browser so brings up Bluebonnet Bank webpage.

Step Three:

At the bottom of Bluebonnet Bank webpage, there should be help support link. Click on it.

Steps 4-6

Step Four:

At the bottom of Bluebonnet Bank webpage, there should be help support link. Click on it.

Step Five:

Double click on the accidental support link. This link is a back up for when accounts are lost and  can be restored. 

Step six :

After clicking on the link, enter in your employee log in information. Then enter client account information. At the next page you should see client account restored like nothing ever happened.

According to the step one on online issues, you have to what first?

  • Click on settings
  • Restart computer
  • Search for your internet browser
  • click on any application you want

Under step five you will need to click on the accidental support link.

  • True
  • False