Discover the Sample Proforma for Technical Support that Transforms Your Documentation Process

Sample proforma for Technical Support

[Music] thank you for calling internet services this is chalene help me help you today this is linda our internet stops in stein and i have an online closet too so i need this internet fix right now well thank you for letting us know about this immediately linda so i can help you get back online may have the phone number associated with your internet service the phone number is 855-3232 thank you so that's 855-3232 correct and can you confirm the name of the account please it's linda bloom it's me thanks so much you're welcome linda are you near to your modem right now yes i'm sitting next to it what do you want me to do okay great first we'll go ahead and check the lights on your modem can you please tell me which lights are on right now the lights look normal as if the service is working thank you that sounds interesting let me run a quick line check to confirm the modem's connectivity okay okay linda any chance that you guys experience any power flagged wave shane sort of thing no any power outage just recently no all right thank you for confirming that uh i just got the results here and the modem shows it has connection from our end going into that modem that's why it has the normal lights as if it's working now let's try to check and make sure that this modem indeed is getting the internet service okay what do you want me to do uh linda let me just confirm this the computer that you're using to access the internet isn't connected through wi-fi or it's white directly to the back of your modem router it's a desktop computer so it's wired i see thank you uh would i also want to know if you have other devices in your house right now that's connected to your home internet i do i have two phones in a laptop are they not getting online too yeah all of them can't go online there's no internet service i see have you tried to reboot your modem router earlier no i want to give you guys a call first i don't want to cause any trouble okay cool at this time window i'll be needing your help to check the physical connection like the cable from the back of a modem router going to the computer that you're using just to make sure that both ends are snug fit and not loose okay all right uh hold on let me check yeah uh both ends are properly connected not loose great thank you uh linda we're almost done now we'll go ahead and reboot your modem router you just need to unplug it from power and once unplugged we'll just need to wait for 20 or 30 seconds and then plug it back in okay all right it's off now okay good we'll just wait for 30 seconds okay it's a tough job though yeah sometimes it's challenging i enjoy doing it though that's nice [Music] all right i guess uh 30 seconds it passed so you can turn it back on now then we'll wait until the normal lights come back then after that we'll check if we have internet connectivity okay sure well uh the the lights are coming on now and i think the the internet is back i'm getting bunch of emails now great wait uh holland let me check my pc yeah sure all right my computer is also working great so i think we're good thanks so much for your help julian by the way is it necessary to do this once in a while yes you can do it every once in a while anyways uh electronic devices are not built to constantly be running at all times and power recycle really helps because when you leave your modem on for too long it will tend to stop performing at its best after a while so rebooting your modem can affect the the internet connection problems it improves slow moving connections and resolve wireless issues too which also affect your digital tv service or video streaming services like netflix or amazon tv or apple tv that's being transmitted over the internet connection so by unplugging the power cord from the back of the modem or your router you're giving it the breather it needs oh i see well thanks for letting me know i never thought of that email's welcome linda i'm so glad that i was able to help you get back online and remove this of your word list today so you can just focus on your online class later at 2. absolutely oh dear you saved my day and you made my day linda thanks for partnering with me is there anything else i could further assist you with no you've covered everything i need all right then thanks so much for choosing internet services bye [Music]