Subject: L1 support in US and APAC shift
From: "Sara Aknooni (SRAK)" <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: "Heta Nyrhinen (HNYR)" <[email-masked]>
Date: Tue, 12 Jan 2021 19:44:25 +0000

Hi Pritish,

Could you confirm if L1 agents are informed about escalation to Temi and Matthew?
This means if they can’t deal with a case on the phone or if any kind of urgency, they should reach Temi and Matthew directly and ask them for support.
Pravesh is not informed I think, he reached me this evening regarding a case where the customer was insisting to receive a replacement without the troubleshooting followed.
Thank you!

Best regards​​
Sara Aknooni
Project Manager
Global Support and Service
+45 4470 0124
+45 7131  4960
EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark
<https://www.eposaudio.com/en/dk>

eposaudio.com<https://www.eposaudio.com/> · Follow us here
​  <https://www.facebook.com/eposenterprise>   <https://twitter.com/eposaudio?lang=da>   <https://www.linkedin.com/company/eposaudio/mycompany/>   <https://www.instagram.com/eposaudio/>   <https://www.youtube.com/channel/UCKZSbHA_gj3OKwPnKa4cNaA>

​

​
​