Need Additional support

Use this forum to discuss issues that are not found in any of the other clerk and stake technology specialist forums.
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Joined: Tue Nov 16, 2010 6:32 pm
Location: Ledgewood, NJ USA

Need Additional support

Postby Johnaalexander-p40 » Tue Nov 16, 2010 7:02 pm

We need to do something to address the shortage of MLS assistance. I have been trying to get in through on the phone for more than 2.75 hours. I have also been trying to locate our stake technology support but on the east coast, that is not readily doable. I don't think I can be only one unable to contact someone.

What can be done to see that there is more assistance for us in the field so we can fulfill our duties without spending almost 3 hrs away from our families trying to resolve something which I guess would take only 10 minutes to resolve, if I could reach someone.

Please let those of responsibility know that it is difficult to complete our assignments without additional staff support.

Update: I was able to get to someone 3.15 hours later and it took less than 3 minutes to resolve. I understand that they are attempting to create new routing for simple questions like the one I had. Any support, I can lend to toward that end please know I for one am very supportive.

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Postby crislapi » Wed Nov 17, 2010 12:46 am

I'm sure they are aware of the issue, but most of us here have no more ability to catch their ear than you do. Next time why not try out the forum to see if we can help resolve your problem? When the server isn't too busy, someone in the community usually gets to a new post reasonably quickly. In addition, you might find the wiki a valuable tool. Many questions have already been answered in great detail there.

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Location: Boise, Idaho, USA

Postby idjeeper2 » Wed Nov 17, 2010 8:41 am

I know that this is not the ideal answer but calling in the morning is much faster. When I called last week, it couldn't have been more than a 5-minute wait. That was about 10:00 AM Mountain time. If you have the flexibility to call at other times, it really helps. The extended hours are nice for those of us that work but it is also when everybody else is trying to get through.

Maybe they could plus up the staff for those hours. There has to be some kind of tracking on call volume and hold times to give an idea of how much staff is needed.

Otherwise, the forum and Wiki have a wealth of information. So far, the only times I have needed to call was when I absolutely had to have some intervention to solve problems that are above my privileges. I think a few people on here must not sleep at all. They seem to post and reply at all hours.

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