Remote Support by Sprint – View Only

This application allows CSR to remotely troubleshoot a customers device.

Sprint Remote Support enables a Customer Support Representative (CSR) to quickly and efficiently connect to a customer’s device and remotely resolve issues, update configurations, or provide training. The application allows the CSRs to securely connect to a remote customer’s device so that CSRs can view the user’s device screen after user provides their consent. It allows CSRs to efficiently diagnose, re-mediate and support devices without the need for a Store visit. Depending on the device operating system, the application either will automatically uninstall at the end of a remote session or a prompt will give users the option to uninstall the application.

Capabilities:

Sprint Remote Support allows customers to obtain technical support for their Devices. To use Sprint Remote Support, a customer must grant access to their device to a Sprint Customer Support Representative (CSR), who will provide a one-time unique session ID. By entering this ID when prompted on the application screen, the customer agrees to share control of their mobile device with the CSR. As the customer and the CSR navigate a remote session, the visual display on the Device will be seen by the CSR. At any time, and for any reason, the customer can take back control of their device from the CSR and/or terminate a remote session. Since this is a View only session, CSR is trained to let users know that they can see the device screen and users should ensure they are not navigating to non-public applications.

Important Note:

Only Authorized Sprint Customer Support Representatives can connect to a Customer's device using Sprint Remote Support.