|  Local Account Team
Trouble Reporting
Billing & Invoicing
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Local Account Team
Wayne Adams
Senior Account Manager
Office 615-254-3282
Pager 615-291-2375
Jose Alea
Service Tech
615-254-3282
Chip Jones
Service Tech
615-254-3282
Tad Delius
Technician
615-254-3282
Beth Hubner
Customer Service Administrator
615-254-3282
Reporting Trouble and Escalation Procedures
Night Technologies will satisfy all of the technology needs in a prompt and satisfactory fashion by providing service through our Customer Service Department.
(615) 254-3282
REPORTING PROCEDURES:
Night Technologies’ Customer Service Administrator is responsible for creating a trouble ticket should you encounter a problem. Below is a list of all of the information required in order to place an accurate trouble ticket with a CSA. The following information must accompany each trouble report called in:
1. Customer name (account number, if available)
2. Customer address - location experiencing problem
3. Contact name, phone number and extension where applicable
4. PC location systems involved
5. Specific details describing the problem
6. Date trouble occurred
7. Time trouble occurred
Expect the Night Technician to:
1. Immediately Open a Trouble Ticket
2. Time trouble occurred -- Locate the problem
3. Notify the Appropriate People for Immediate Rectification
4. Provide an ETA
5. Follow-through to Completely Solve the Problem
6. Provide a Summary of the Problem and its Resolution
ESCALATION PROCEDURES
Level 1 Account Manager
Level 2 Technician
Level 3 President/CEO
Billing and Invoicing
Monthly Billing Statements All commercial monthly billing statements include:• Remittance Page – This remittance page summarizes all bill activity listing previous balance, payments, adjustments, account charges, and taxes for the current billing period.• Billing Information – How to pay your bill, time of day, and holiday table, change of address form.• Billing Detail
Current Account Activity |
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