Responsibilities while on call for the week

·         The On Call week begins Monday evening at 6:01 pm and continues until the following Monday at 6:59 am.

·         The On Call calendar is updated every three months and can be accessed through Google Calendar. If you do not have access to this, please contact Shay or Tre.

·         For the individual on call, which means for your week, you must be available on your cell and have access to a PC and Internet to log into the Billing System and the DMVdesk Portal.

·         The phone is expected to be answered immediately by the individual on call. If the caller opts to leave a voicemail or open a ticket, the message or ticket should be answered within 15 mins.

·         Know your assigned week as well as who is on call both before and after you. If you need to reschedule, you can only switch support weeks, you cannot switch individual days. If you plan to switch, you must let Shay know 5 days prior to your scheduled week.

·         On the first day of the week, verify that calls are being transferred to you by calling into the office after hours from another phone –notify Shay or Tre immediately if you are not receiving phone calls.

·          email every 10-15 minutes for voicemails and support tickets. The sooner the better –Don, Kelly and Matt see these emails too. When replying to tickets, voicemails or emails; “Reply to All” saying that you are “On It!”

*   Make sure you have synced your DMVdesk email to your cell phone

*   When logging into the system outside of the network, make sure you are receiving your security code via text message on your phone (your correct cell phone needs to be entered in the Billing System).

·         After resolving the emailed issue, respond to the support voicemail, ticket or email indicating that it is “Done.”

·         Escalate issues beyond your scope to your Direct Manager immediately when necessary. These may include advice on taking in a trade vehicle, billing questions, contracting questions etc. For any complex issue, you must get in contact with your Direct Manager, Shay or Napa. If you cannot confidently answer a question or are unsure, please reach out for assistance. We want to make sure we are consistent.

·         To create a ticket for follow-up, send an email to: [email protected]

*   All AEs, Support Members and Response Team have access to view support tickets from [email protected] (If you are not receiving tickets, please notify your Manager immediately)