The Needs: The Connected Beyond the Classroom coalition included teams from Motorola, Netcloud, USAA, and Methodist Healthcare Ministries and Texas A&M-San Antonio (TAMUSA). We needed to train help desk technicians to support the infrastructures that would enable online learning.
The Solutions: As part of the Digital Inclusion team, I created a user-paced learning experience that covers everything from customer service skills to troubleshooting network systems. This build came in collaboration with IT experts and stakeholders up and down the chain.
The Results: Our help desk technicians showed improved ticket resolution times. User feedback saw us making improved accuracies when navigating customers to the best LTE signal spots around their homes.
