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Technical Support - PowerPoint PPT Presentation

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Technical Support

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  1. Technical Support

  2. Agenda • Speaker Introduction • Introduction • General Information • Organizational Overview • Incident Routing • Case Management Workflow • PowerSource • Best Practices • Question and Answers

  3. Speaker Introduction Name: Chris Poulton Title: Director of Technical Support for School Systems Years of Service: 5 years Location: Sacramento, CA Hobbies: Golf, Outdoor hiking

  4. Introduction Mission We are dedicated to working as a team to provide timely, accurate and quality support to ensure our customer’s success with our products. Hours of Operation • Monday - Friday • 4 am - 5 pm PST Modes of Communication • Email • Web (PowerSource) • Phone • Scope • PowerSchool • SASI • PowerTeacher Grade Book • Inform • Benchmark • Tapestry • Learnia • Abacus

  5. State Specific Call Routing

  6. Organizational Overview

  7. PowerSource Pearson’s online community for School Systems products • Knowledgebase • Downloads • PowerSchool User Guides • Release Notes • Tech Notes • Training • Services • Customization requests • Access Cases • User Forums Recent enhancements: Upcoming enhancements: • Related content • Searching Support Cases • Troubleshooting wizard

  8. Technical Support Best Practices • Utilizing the hotline phone number for server down situations • Providing step-by-step reproduction steps when submitting cases via the web or over email • Always contact Technical Support, even if the issue has been identified as a known issue • Always feel free to ask for a member of Support management when you have issues with Technical Support

  9. Q & A Christopher Poulton Director, Technical Support (916) 288 - 1626 christopher.poulton@pearson.com