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Verizon Fiber Solution Center (FSC) February 19, 2010

Verizon Fiber Solution Center (FSC) February 19, 2010. FSC Repair. PROCESS. Online Support Network Technician. Offline Support Network Technician/ Customer Support Analyst. Online Support Fiber Customer Support Analyst. Customer. SYSTEM.

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Verizon Fiber Solution Center (FSC) February 19, 2010

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  1. Verizon Fiber Solution Center (FSC) February 19, 2010

  2. FSC Repair PROCESS Online Support Network Technician Offline Support Network Technician/ Customer Support Analyst Online Support Fiber Customer Support Analyst Customer SYSTEM iCAD STORC Whiteboard VSC AIMS LERG iVAPP iGO AAIS SSP CofEE Due Date Tool DTI Testing vRepair iCAD AAIS STORC LERG NOCV iVAPP iGO iVAPP Buddy AIMS Workbench SSP EMS NetwayAAIS Whiteboard DTI Testing vRepair iCAD AAIS STORC LERG NOCV iVAPP iGO iVAPP Buddy AIMS Workbench SSP EMS NetwayAAIS Whiteboard DTI Testing AMT ACT ION On-Site Field Tech Support Tier II Triage Network Testing Network Testing Service Order Fallout Outage Coordination Dispatch Referral Supervisory Escalation Support for Data, Video, & Voice Troubleshoot Provisioning CPE Isolation Assistance Customer Self Serve (Voice Portal): Order Status / Care Installation Support Repair / Technical Issue Trouble Ticket Status CPE / Peripheral Support Portal Support

  3. Verizon Enhanced Verizon Resolution Center (EVRC) February 19, 2010

  4. EVRC Repair PROCESS Offline Support Customer Repair Advocate Customer SYSTEM vRepair CAD AAIS STORC Retain Switch LERG NOCV AMT AIMS ECPS/Customer Profile Workbench AAIS VZInsight VMS WFA-DO AE CAD STORC NOCV NOCV/LD ECPS/Customer Profile Lec Retain Tool Vibe VZInsight AIMS LERG CR Job Aids AAIS CAD Reporting VMS WFA-DO ACT ION Network Testing Outage coordination Dispatch Referral Supervisory Escalation Tapping Customer Self Serve (Voice Portal): Order Status / Care Installation Support Repair / Technical Issue Trouble Ticket Status CPE / Peripheral Support Portal Support Troubleshooting Provisioning CPE Isolation Assistance

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