Technical Support Agent Playbook
Three documents. The wording for the hardest calls.
Technical support agents on a live queue whose training covered the product but not the call.
What's inside
- The situation playbook
- When it cannot be fixed
- Glossary and FAQ
Your license
Use in your own work as an agent. No resale, and no sharing with colleagues.
Questions
- How do I download my purchase?
- After you check out, the PDF is ready on the confirmation screen and a copy is emailed to you. It is one file, not a set of links.
- What is the refund policy?
- Digital downloads cannot be returned, so all sales are final. If your file has a technical problem, message me and I will fix it or send a replacement. If you accidentally buy the same product twice, send me both order numbers and I will refund the duplicate.
- Is this tied to one company or product?
- No. The wording names no company, no account and no product, because these calls come up the same way everywhere.
- Does this repeat the BPO Agent Handbook?
- No, and that is deliberate. The handbook covers the call and the floor around it, and none of that is repeated here. This is the wording for the situations that only happen on a technical support account.
- Does this include the Certa Via Workspace app?
- No. The agent books are documents only. Workspace is a separate subscription, and only the team lead and virtual assistant packs come with 30 days of it.
Read some of it first
These are free and come from the chapters in this pack.