Difference between revisions of "Information on how to get tech support"
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(instructions for front desk folks helping vols to get tech support) |
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| − | This is a | + | This is a HowTo for those working at the front desk to better assist volunteers who need help from Tech Support Experts. |
| − | *Tech Support | + | * Refer to the [[Tech Support|Tech Support]] page for general information, including what we do and do not support. |
| − | ** By phone - call the main Free Geek number during support hours - | + | * {{Tech Support Hours}} |
| + | ** By phone - call the main Free Geek number during support hours - {{phone}}, then option 5 | ||
** Walkin - Come to the reception area during tech support hours and they will direct you back to the tech support area | ** Walkin - Come to the reception area during tech support hours and they will direct you back to the tech support area | ||
** Email - send an email to support AT freegeek.org (this of course can be done at any time, not just tech support hours). | ** Email - send an email to support AT freegeek.org (this of course can be done at any time, not just tech support hours). | ||
| − | *If a volunteer brings in a system outside of tech support hours, | + | *If a volunteer brings in a system outside of tech support hours, fill out a [[Media:Techsupportintake.odt|Tech Support Intake form]] and attach it to the box. Make sure that the following information especially gets on the form. |
| − | **volunteer name and geek ID number | + | **volunteer name and geek ID number (or the source of the box for store boxes and grants) |
| − | **phone number | + | **phone number or email |
| − | **date | + | **date |
| − | **username and password for the box | + | **username and password for the box ''or'' permission to change the password. |
| + | **a brief description of the problem | ||
| + | |||
| + | Please initial the form so we know who the volunteer talked to. The forms should be available behind the front desk, or can be printed out from [[Media:Techsupportintake.odt|here]]. | ||
| + | |||
| + | [[Category:Front Desk]] | ||
| + | [[Category:Tech support]] | ||
Latest revision as of 13:35, 26 September 2009
This is a HowTo for those working at the front desk to better assist volunteers who need help from Tech Support Experts.
- Refer to the Tech Support page for general information, including what we do and do not support.
- Tech Support Hours are from noon to 5.45 pm, Tuesday through Saturday or by appointment. We are closed, to walk in customers, for lunch from 1-1.30pm.
- By phone - call the main Free Geek number during support hours - (503) 232-9350, then option 5
- Walkin - Come to the reception area during tech support hours and they will direct you back to the tech support area
- Email - send an email to support AT freegeek.org (this of course can be done at any time, not just tech support hours).
- If a volunteer brings in a system outside of tech support hours, fill out a Tech Support Intake form and attach it to the box. Make sure that the following information especially gets on the form.
- volunteer name and geek ID number (or the source of the box for store boxes and grants)
- phone number or email
- date
- username and password for the box or permission to change the password.
- a brief description of the problem
Please initial the form so we know who the volunteer talked to. The forms should be available behind the front desk, or can be printed out from here.