Generic Sign-In

https://support.geeksquad.com/support/my-account.s2

Internet Explorer

LMI launches I.E.

My Profile: http://www.supportspace.com/support/mySupporterProfile.s2

Firefox

eStore ‘Jordan’ - http://www.supportspace.com/support/expert/douglasbertolini

First Name: Test-Doug-Account

Last Name: Login
Email: dougtests2cc@test.com
Password: B-@

wiki - http://wiki.supportspace.com/w/page/19208620/FrontPage

ChatZilla - Irc://Irc.supportspace.com (goes in browser) / california / s2cc

Research - http://www.google.com

Iron Chrome

Gmail/Phone: https://mail.google.com/mail/?shva=1#inbox

On IRC – ‘CM’ = customer

On IRC = ‘WB’ = workbench

‘PDF’ = portable document format

Read – Virus wiki / phone-to-service-session / selling plans / BSOD = check event log /
find defrag scheduler / find XP 32-bit or 64-bit / do card idea /
 Fire up all 3 / launch ‘LMI’ / log out of ‘Jordan’ / click ‘chat’ & ‘phone’
 Accept call on platform - answer in Gmail wait 3 rings - the WB will open
 Whenever possible – use (canned ‘chat’ messages!)
 If Chat: use canned responses: Hi, this is Douglas, how can I help you?
 If live on phone: Hi, this is Douglas, how can I help you?

 Ask to speak to customer – send her to ‘support.me’

‘or’
Send her to bottom of ‘gsts.co’ page and click on ‘Remote Login’
 Me – generate the ‘six digit code’
 Have her enter ‘six digit code’ and click: RUN / OK / YES / OK

 Ask her what type of ‘PC’ and ‘Browser’ she’s using

 Me – use her I.E. browser – ‘gsts.co’ and click ‘Member Access’

 Type in: SPA00GSTS1011249034
 Me - click ‘Get Support Now’ – have her ‘Fillout Form’
 Go to bottom of page and click on ‘Join’ then enter ‘Session ID#’

 If still not in the WB yet – open another tab in her browser and go to ‘gsts.co’ and
enter the SPA00GSTS # again

 If brought back to ‘SPA # Field’ – simply enter it again

 Go in her browser to ‘Join.GeekSquad.com’ – have her ‘Fillout Form’
 If GSTS is down – put in notes: ‘Entitlement Down – Tech Support’

 If customer comes to you directly i.e. ‘Profile Connect Now’ button

 Have them read to you off the back of their GeekSquad Memdership Card the
SQA Barcode # and put it in the same area the normal SPA00GSTS # goes

Looks like this: SPA00PC00 10 digit #

 In WB ‘promotion code’ area type the A # ‘A1234567’ or “X”

 Click ‘Drivers License’ – this reloads WB

 Do again until WB shows Subscription (1)

 Place my GS ‘eStore’ icon in her ‘Bookmarks’ in case we get disconnected

 Confirm MAC Address
  Enter MAC Address in ‘Customer Notes’
 In ‘New Text’ notes – put in Subject area:

Device #1 MAC or Device #2 MAC or Device #3 MAC

------------------------------------------
00-a2-c3-56-43-f4
A123456

No more than 2 sessions per customer – if so,

call ‘SupportSpace Call Center’ at: 877-551-9924

 Send job offer – (paste here) – ‘Customer requests a PC Tune Up’

 Check ‘Payment is Settled’ / Transfer customer to ‘chat’
 If I need to call customer – call first 877-846-7027 then enter customer #
 In comments – enter – ‘S2CallConnectUsed’ customer # (if I do the above)
 When you reboot – click ‘Leave Session Open’
 Use last canned ‘chat’ message
 Do WB check list
 Do ‘Solution Report’
 Always sign-out

To Call Customer Back

Call 877-846-7027 – then customer # - then hit #

Phone Numbers

Geek Squad Black Tie Protection: 1-888-BESTBUY (1-888-237-8289)

Geek Squad Mission Control: 1-800-GEEKSQUAD (1-800-433-5778)
Microsoft Customer Service: 1-800-MICROSOFT (1-800-642-7676)
Microsoft 90 Day Free Support: 1-866-452-4755
Microsoft Product Activation Line: 1-888-725-1047
SupportSpace Call Connector: 1-877-846-7027
SupportSpace Expert Line: 1-877-551-9924

Find MAC Address

Windows 95
winipcfg

08:00:20:10:D2:AE

Windows NT
ipconfig /all

08:00:20:10:D2:AE

Windows 2000 / XP
Ipconfig /all

08:00:20:10:D2:AE

Windows 7
getmac or ipconfig /all

08:00:20:10:D2:AE

Macintosh
Mac OS X

System Preferences / Network / Ethernet

for ‘wireless’ – select ‘Airport’ – read the MAC address label ‘Airport ID’

08:00:20:10:D2:AE

HP-UX
lanscan

0x08002010D2AE
08:00:20:10:D2:AE

Linux
use su – ifconfig –a

08:00:20:10:D2:AE

Solaris / SunOS
use su – ifconfig –a

8:0:20:10:d2:AE
08:00:20:10:D2:AE

FreeBSD
Dmesg

08:00:20:10:D2:AE