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Customer Care 2022 - Coggle Diagram
Customer Care 2022
Systems
IQ
Service Cloud/NASA
CRM
MDS
Document Direct
K365
Workday
VCS
IQ VT
Omniflex (VT)
Express VT
Kronos
Trustwave/SYSNet
Merchant facing IQ
Estate Manager
VHQ (Trinity)
Vericenter
PAX Store
Docusign
Sharepoint (various forms)
eConnections/M Reports
POS Portal
TPG
BPM Lombard
TNS
Point
SwipeSimple
RoamPay
Paypal
Authorize.net
Commander Table
UST
NPC VDI
Who's ON (Chat)
Transit/Webpass
KineticPay
Paytrace
WeLearn
RegU
Apriva
Workfront
Accent
DASH
Dejavoo
CXOne
IP Developer
DataCap
SnowCentral
Vantiv VDI
8x8
Softphone
ININ
GlobalConnect
Medallia
Giact
Ideology
Digital Solutions
Prod.local
Celebrate
RADAR
Direct
Service Support (Universal Advisor)
Tier 2 & 3 Support
GOCAF
Escalation Support
Email
Ad Hoc
Advisor Chat Support
Add from the other groups
Calls
Special Project execution
Terminal Issues
Risk reprograms
POS Portal tickets
Gift card liability reports
Settlement rejects
Third-party access requests
TID deletions
Terminal rebuilds
Mass account changes (IP)
SME Certification
Partner escalations
CMS
SYSNet(?)
Closed Loop
Product Pilots
New business migrations, decommissions
CAPS
DataCap orders
Token import/export
SIM Card Activation
Product decommissions
Lifeline events
Data Integrity
Integration certification testing
Call Center SLA Support
K365 SME Support
Canadian Terminal Replacements
Commander table support
Outbound call support (FCB)
EBT/WIC funding/troubleshooting
SIC Code Updates
Immediate Account closures
POS Check set-up and troubleshooting
Express reboarding
Escalated account re-opens
TSYS File builds and corrections
Manual edits for VHQ & Estate Manager
Service Delivery
Management metric oversight
Identify trends, causes and corrective actions
Strategic delivery of operational improvement initiatives
liasion with key partners for strategic initiiatives
Drive tiered service delivery program
liasion with key stakeholders
Customer Experience Initiiatives
TCS/Sitel invoice recon
Tiered service cross-training coordinator
Recurrent training
K365
Terminal Lab
Service failure early warnings
Contractual servicing updates
Customer Care Service Management
IP
Email
Backoffice
Manage offshore resources
Sitel
Sysnet
Telephony groups
IP Tech
Calls
Transaction lookup
copy over branch from tech
Card reader malfunction
Login portal support
Integraiton support
PIN Pad troubleshooting
Supply order
Terminal replacement order
Full card look up
Transaction batch management
Rekeys
TriPOS
Global support
ValuTec
Storecard
Omniflex
Express VT
Token import/export
Set-up inquiry
copy var secton from tech
Quick-Reference Guide
1099k
Hardware malfunction
Authorized User Maintenance
Chatbot
Terminal ID Creation
Dajavoo
PCI Compliance
Closed Loop
Call review
Outbound calls
Operational corrective actions
Coaching
Advisor Chat Support
Partner, dealer Support
IP Platinum
IP ICS
Chat
Telephony
Calls
Portal Support
Open new location
Supplies
Funding
Authorized user maintenance, name change, address change
Reports & statements
DDA Change
Authorization research
Account close
Refund Request
Login/portal support
Reconciliation support
PCI Compliance
Pricing, pricing, pricing
Rate reviews
Interchange
Full Card Number
Chargebacks
New owner maintenance
Closed Loop
Coaching
Call review
Outbound calls
Operational corrective actions
Advisor Chat Support
IP IS
Calls
Portal Support
Open new location
Funding
Supplies
Reports & statements
Authorized User Maint, name/address change, etc
Auth research
Account Close
Refund request
DDA Change
Login/portal support
Reconciliation support
PCI Compliance
Pricing, pricing, pricing
Rate Review
Interchange
Full Card Number
Chargebacks
New owner Maintenance
Closed Loop
Call review
Outbound calls
Coaching
Operational corrective actions
Advisor Chat Support
ValueTec
Merch
Email
Backoffice
Manage Offshore resoureces
Sitel
Sysnet
Telephony Groups
Merchant Tech
Closed Loop
Outbound calls
Call review/research
Telephony
Terminal Troubleshooting/Downloads
Veriphone
Ingenico
PAX
Communications troubleshooting
Internet
Ethernet cable, router, etc
WIFI
Telephone LIne
Wireless
Host error troubleshooting
Express
Global
TSYS
RAFT
Cincinnati/IBM
ISV Troubleshooting
Tear/set-up sheets
Configuration
ISV-specific errors
Gateway troubleshooting
Gateway settings & configurations
PINPad troubleshooting
Advisor Chat Support
Transaction/batch/settlement research
Supply orders
Equipment replacement orders
Risk Holds
Chargebacks
Statements
Closed Accounts
Full Card Number
IQ Support
Portal Support
Login support
K365
Suggestions
Article Rating
Refund Requests
Quick Reference Guide
Hardware malfunction
Terminal ID creation
MSFI
Telephony
Login/portal support
Reconciliation report
Refund request
Account close
PCI Compliance
Settlement/batch research
Pricing, pricing, pricing
Rekey requests/tip adjustments
Rate reviews
Reports/Statements
Interchange
Funding
Full card number
Supplies
Chargeback
Authorized user maint, name/address change, etc.
New owner maint
DDA Change
Open new location
Chat
Advisor Chat Support
Closed Loop
Outbound calls
Call review
Coaching
Operational corrective measures
Merchant CS
Telephony
Account Close
Refund Request
Authorization research
Login/portal support
Settlement/batch research
Reconciliation support
Rekey requests/tip adjustments
PCI Compliance
Reports/Statements
Pricing, pricing, pricing
Funding
Rate reviews
Supplies
Interchange
Authorized user maintenance, name change, address change, etc
Full card number
DDA Change
Chargeback
Open new location
New owner maintenance
Chat
Advisor Chat Support
Closed Loop
K365
Merchant Platinum
Calls
Login/portal support
Refund request
Account close
Reconciliation report
Settlement/batch research
PCI Compliance
Rekey requests/tip adjustments
Pricing, pricing, pricing
Reports/statements
Rate reviews
Interchange
Funding
Full card number
Supplies
Chargeback
Authorized user maintenance: name/address change, etc.
New owner maint
DDA change
Open new location
Closed Loop
call review
Outbound calls
Coaching
Operational corrective measures
Advisor Chat Support
Chat
Global Resource Management
LIaision with key stakeholders to ensure just-in-time staff delivery
Forecasting
Recruitment
IAM
New hire desktop support
New Hire equipment procurement
New hire training meetings for access issues
Cap Plan reviews
Hiring Planning meetings (6 mos)
Weekly Recruiting meeting
Weekly Training meeting
Weekly Sitel Cap Planning meeting
Weekly Recruitement Report
Global Staffing report (wkly)
Requisition Creation/control
Temp employee management
New hire management (1st month)
DDA Protect
Calls
Closed Loop
Email
Payment Accelerator