Otn Member Facing Services - Polycom HDX 8000 Reference Manual

The OTN Member Facing Services
Regional Managers
• Lead the process of setting up and managing sites and systems across
the province
• Provide excellent customer service to internal and external customers,
every day, everywhere
• Assist new and existing members with scheduling and establishing
telemedicine partnerships
• Submit training requests on behalf of members to the training team
Schedulers
• Assist in scheduling clinical, educational and administrative events
• Work with members using three models including: self-scheduling,
assisted and full service scheduling
• Work closely with other departments at OTN to ensure the planning and
execution of an event run smoothly
Trainers
• Provide live training sessions to new members that focus on knowledge
acquisition and application
• Offer refresher courses for existing members and sites
• Design and manage interactive eTraining courses that incorporate
multimedia objects, videos and simulations in order to bring online content
to life
Service Desk Representatives
• Respond to members by providing expert technical support before, during
and after videoconferences
• Reconnect dropped or missed calls and troubleshoot video and audio
difficulties
• Monitor webcasts to ensure technical quality
© OTN 2009
5