Support Agent Training Plan

This is your source for the resources and materials you will need as you progress through Support Agent Training.

Agent Level	Training Topic	Trainer	Resources/SOPs	Completion Exhibit
Homeowner - L1	Welcome Calls	Jessie	https://sighten.atlassian.net/wiki/spaces/SS/pages/2736783361/Jessie+s+Welcome+Call+Training+Videos Conducting Welcome Calls - SOP How to create an inbound welcome call ticket in JIRA Using Docusign to troubleshoot or resend contracts https://sighten.atlassian.net/wiki/spaces/SS/pages/2641297450/Jira+Introduction+Training?search_id=f8aab293-2f8f-4331-955d-11610c11b97a
Homeowner - L1	Cancellations	Jessie	Jessie's Homeowner Ticket Training Videos How to Handle: Homeowner Wants to Cancel their Contract Concert Workflow Cancellations
Homeowner - L2	EBH-Tickets	Jessie	Jessie's Homeowner Ticket Training Videos SOPs are listed in the video KB article
Homeowner - L3	HO-Chat	Sarah
Homeowner - L3	HO-Phone	Jessie
Installer - L1	Design Desk	Rick/DD QA	Design Desk Service How to process a Design Desk ticket /wiki/spaces/SS/pages/2508324956 Design Desk SLAs	Training Tickets
Installer - L2	Non-Platform Tickets	Rick	Processing Non-Platform Tickets	Training Tickets
Installer - L2	Account Update Tickets	Rick	/wiki/spaces/SS/pages/2647359502	Training Tickets
Installer - L3	Installer-Chat	Sarah
Installer - L4	Installer-Phone	Rob
Installer - L5	Investigating Bugs, Tools, Tips, and DAL	Rick / John K	/wiki/spaces/SS/pages/2571763714 /wiki/spaces/SS/pages/2716794908
Installer - L6	Resolution Specialist	Hervé / Aileen	LMS Comms courses