CSR Training - Quiz Guide

Are there any fees associated with late or missed payments? If so, describe them.

Late Fees - Late fees apply to a customer when they fail to pay on time. The payment is due on the 1st of every month and the late fee applies when they fail to pay in by the due date of 11th. After the 13th they become delinquent and are not only responsible for the late fee and paying the original amount but they also have to pay a reactivation fee ($25) if there account was deactivated for non payment.
PowerCode shows a radio offline for 3 days. PoE checks out fine. Power cycle does not restore connectivity. What is the most likely issue and next step?

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Customer reports that their internet connection drops whenever it rains. What is the most likely cause?

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An ethernet link shows 10base-T Half Duplex. What is the best next step?

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List three situations when you SHOULD escalate to Level 2.

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What specific data must you collect BEFORE creating an escalation ticket? (Name at least 6 items)

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What signal level is considered good on a PMP450?

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What SNR is considered good on a PMP450?

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How do we send invoices/bills to customers?

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Customer radio is online but slow. List the triage steps in order (at least 6). (Split into two questions)

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PoE light fades slowly when unplugged from power. What does this mean?

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Do we offer 24/7 call center support? If so, what is the process for after-hours escalation?

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What is CCQ on Ubiquiti and what should it be?

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What day of the month do we bill customers?

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Where can a customer find our Terms of Service? (Multiple Choice)

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Bypass test shows good speeds but customer says WiFi is still slow. Whose problem is it?

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Explain what a vacation hold is and how it can be used. What are the limitations?

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A customer calls wanting to cancel their service. What are some strategies or options you can offer to try and retain them? (List at least 4 approaches or incentives).

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At what signal level should you consider escalation or truck roll?

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Describe the bypass test procedure step by step.

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Customer has a PMP450 that keeps dropping every 5-10 minutes, but signal is -60 dBm (good) and SNR is normal. What's your triage approach?

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ePMP uses SINR instead of SNR. What value is considered good?

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Describe our cancellation policy. Do customers get a refund if they cancel mid-month?

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What modulation level is considered good on PMP450?

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PoE has no light at all. What is your first step?

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What frequency bands do we use for SM/CPE? Are they different across our brands (BW, DCB, XL, OpticLoop)?

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When is a customer considered delinquent or late on their payment?

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Customer says internet is slow every evening around 6-7PM. What is the likely cause?

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