In order to successfully complete this Assignment, you must take note of the following requirements:
- Upon acceptance of Assignment
- Call customer within 1 hour of assignment acceptance time
- Set the status to "confirmed" on the assignment and update notes if required.
- Call customer in case you need to capture additional information pertaining to the issue
- Paperwork
- Upon Completion of an assignment, utilize the Work Market Document Management system to upload the signed document back to Work Market.
- Closing Notes
- Resolution notes should involve the following:
- How hardware is diagnosed faulty (if diagnosed)
- Upload scanned copy of bill of the hardware procured by you (if procured).
- Steps taken to resolve issue
- Equipment or Materials
- You may need following Equipment or Materials to complete this assignment:
- External Hard Disk Drive
- External CD / DVD drive.
- Carry OS disc (to access re start features, we do NOT expect you to enter your product key)
- Carry a Laptop, preferably with a mobile Internet connection to download any drivers or utilities if required
- Cables (HDD/Ethernet/USB)
- Tool kit
- Carry data card/internet dongle to download drivers if required
- Dress Code
- You should report at the site dressed in Business Casual
- Provide proof of identification to the customer if requested.
- Additional Instructions for Resource:
- Once the data backup in done, show the data to End User and proceed with next troubleshooting step upon End User approval
- Do not delete or uninstall anything without End User permission
- Take customer consent before performing any steps which involves data loss
- Do not carry End User system or parts for repair. (Leave all devices on site)
- Educate the End User, wherever required
- Call iYogi before leaving on site and also update notes on Work Market
- You will receive call from iYogi Field support executive from 1800-237-3901 or 631-729-8549
- Escalations
- Do not involve yourself in any argument or debate at customer's place
- Always call iYogi and make field support team rep talk to end user
- Do not leave site until instructed by iYogi field support team
- If hardware is diagnosed faulty then perform following steps:
- Ensure that you inform end user about defective component(s).
- Help end user procure the part online else procure part and revisit
- Produce legitimate bill to the end user for the hardware procured by you.
- Handover the bill to the end user
- Upload scanned copy of the bill along with the signed copy onto Work Market portal
- Install iYogi Support Dock on the customer's computer after the primary issue has been resolved.
- The details for the same have been provided in the PDF attached with this Assignment (iYogi_Technician_WelcomePack&Checklist.pdf).
- After installation, the software needs to be activated. The activation code was sent to the customer along with the Welcome Mail that was sent at the time of purchasing the iYogi Field Services.
- In case it is not available, it can be confirmed by calling on any of the below provided phone numbers.
- Contact No : 855 274 7474 (Ask for Field Service Experts Team)
Opening Hours: 06:00 AM - 10:00 PM EST (MON - FRI)
09:30 AM - 07:00 PM EST (SAT & SUN)
NOTE : PLEASE DO NOT ACCEPT THIS ASSIGNMENT IF YOU DO NOT HAVE SUFFICIENT EXPERIENCE WITH SUCH ISSUES. FAILURE TO COMPLY WITH INSTRUCTIONS MAY LEAD TO BLACKLISTING AND NO FUTURE ROUTING OF WORK ORDERS TO YOU.
General process to be followed while visiting a customer
- Check-In and Check-Out
- Timely arrival to the contact site is mandatory. If there is any problem that prevents you from arriving on time you MUST call prior to the scheduled time & advice both the customer and iYogi of your status.
- Upon arrival, BEFORE DOING ANYTHING ELSE, update the Work Market or iYogi sub-status via IVR or by speaking to the iYogi Field Service team to check in.
- When the Assignment is complete call iYogi and reports the closing information, before leaving the site. Failure to comply can lead to delay in payment and/or low rating.
Please follow the below mentioned instructions at each step:
- PRIOR TO ARRIVAL:
- Resource must call at-least one hour in advance and confirm the arrival with the customer before reporting at the site.
- UPON ARRIVAL:
- Tech is to represent iYogi at all times, and not mention Work Market or any other company or organization at any point.
- Call iYogi or Work Market upon arrival
- Introduce yourself to the Customer as a Field Engineer from iYogi Technical Services
- Call iYogi Field Support Helpdesk in case of any problem or confusion
- In case revisit is required due to hardware replacement, call iYogi and inform
- In case customer wants you to perform additional task, call iYogi and inform field support executive. No SLI will be done if not called at initial stage.
- UPON COMPLETION:
- Obtain customers signature on the completed Work Order and use Work Market document management to upload the scanned copy within 2 days of work order closure.
- Call iYogi to Check-Out after completion of Assignment. You will need to provide the following details to iYogi Field Support Helpdesk:
- Onsite time
- Signed copy of the Assignment to be uploaded as soon as possible for the payment to be released.
This assignment is a set as a flat fee assignment. Any requests for a Spend Limit Increase will be reviewed on a case-by-case basis. If a SLI is requested contact iYogi immediately via phone (855-274-7474)