Notes
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ANNOTATION EXAMPLE
Reason: candidates seeking an assistant about her FAVD background check but doesn't know how to do it
Action: provide the email address and phone number of the vendor to the candidate / check on the applicant status Expectation: Candidate was expecting to receive an email from us so that she would be able to reach the vendor, tracking her application status
Resolution: will contact the vendor about the update on her application status specifically about her background check status /
ANNOTATION:
Reason: Describe the issue the candidate presented
Action: What actions did you take
Expectation: what the expectations did you set with the candidate
Resolution: What was the resolution
*ESCALATIONS*
TIER 1 SUPPORT
-CONTACT SUPPORT
-CONTACT ESCALATION (FLOOR ROOM/AERO)
-CASE ESCALATION (TIER 2 QUEUE) DONT TRANSFER THRU CALL BUT ANNOTATE IT THRU YETI (CASE PENDING)
once the case is pending advice the candidate to wait.
*ESCALATIONS PROCEDURE*
Select escalations issue, group type and resolution - select the status / received a confirmation that the issue has been escalated but do not close the case (since it is still pending)
TRANSFER CALL
If it is already employee of an amazon transfer it to ERC Line
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