by Tom Gottschalk, COO
A: Routinely our customer service advocates manage help requests that begin with something like, “My card does not work” via our Zendesk support portal. This particular report often can be broken down into four main categories when we discover what you really mean by that statement.
- The candidate is using a credit or debit card that does not match exactly with the name and address that is on their account with us.
- The student reports that their access card is saying that it has already been used.
- The user does not know how to pay for the course using an access card or credit card.
- The client says that their card does not work because it is lost.
While help request type A, B, and C often require action by our team; the fixes are really very quick between the hours of 0800-2000 Monday-Friday. That is when our A team is on duty taking care of our school users. After the normal support hours of operation, the solutions are still easy fixes. However they are answered by our EMS educators who are on call.
Help request type D is a tough one because no one likes to share bad news even when it is necessary. As a result, our team and teachers give the same answer in their own special way. If a card is lost, the students are instructed to either purchase another access card or pay online with a credit card. There is no way to candy coat it. It is impossible for us to track a lost card.
As you can imagine, it is not a very pleasing message to deliver nor to hear, but we remain focused on giving fair and accurate advice. Sadly, lost card can not be replaced without opening another unpleasant can of worms.
To reach us anytime for help you can choose any path:
Option 1: Click on the “request help” or “Contact tech support” button while at EMSTesting.com. It is found in the black banner near the center of the page. PlatinumPlanner.com customers can select the red help button on the left hand margin of every Platinum Planner web page.
Option 2: You can also call our main number anytime at 616.818.7877