First day was overwhelming but full of learning.

We have conducted introductions such as showing to us the diagram of the

management from the CEO to the people handling the actual calls or communicating

with clients. Getting to know each other was a part of it as well. Likewise, we have

touched based on the system that we are going to use once we go live such as but not

limited to Tier 1 Support Desk Manual (SLAs MAtrix, how to properly escalate, how to

answer and make calls, NINES, the ticketing tool (I believe this is Jirah - not sure if my

spelling is right), and NEXiS. Although I am still confused of the system we are using, I

kind of understood the job description in which, based on my understanding, we are

going to provide service/s to 911 whenever they do have some sort of a system issue

and should address such according to whether it is high risk or not to prioritize which

one should be given immediate attention. I was also able to note down that we are to

use a CRM. These are the things I have recalled and jotted down during the meeting

today.

We are to tackle in depth the tools that we are about to use and how it shall be done in

the coming days.