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 | Materials Quizzes Kahoot |
New Agent Onboarding | Everbright Customer Support Onboarding and Resources | Supervisors | ||
Homeowner - L1 | Welcome Calls | Sabin/Cassie |
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Cancellations | Sabin/Cassie | |||
HubSpot inquiries - Installer or Homeowner Request to Join Everbright | Sabin/Cassie | |||
Homeowner's guide to Federal Solar Tax Credit | Sabin/Cassie | |||
Homeowner - L2 | Returned Mail | Sabin/Cassie | ||
Update Contact Information Request [MyEverBright and Account Servicing Portal] | Sabin/Cassie | |||
Account Registration [Account Servicing Portal] | Sabin/Cassie | |||
Register for ACH [Account Servicing Portal] | Sabin/Cassie | |||
How to Handle "Returned Payment Fee" Tickets from Account Servicing | Sabin/Cassie | |||
Ticket to Phone/Chat Transition | HO-Chat | Sabin/Cassie | ||
HO-Phone | Sabin/Cassie | |||
Homeowner - L3 | Pay Outstanding Balance / Payoffs | Sabin/Cassie | ||
Refinance - Request for removal of the UCC lien | Sabin/Cassie | |||
Homeowner - L4 | How to handle concerns from homeowners about their system installation Pre- PTO | Sabin/Cassie | ||
Death/ Deceased Homeowner - SOP | Sabin/Cassie | |||
Payment Arrangements for Customers with PTO Delays | Sabin/Cassie | |||
How to handle homeowner concerns about credit consent issues | Sabin/Cassie | |||
How to handle a Maintenance Request call | Sabin/Cassie | |||
Salesforce | Sabin/Cassie | |||
Escalations | Sabin/Cassie | |||
Installer - L1 | Products (PPA/Ric) | Self study (Alex/Logan) for quiz | ||
Ticket Training | Rick | |||
Design Desk | Design Desk Team | |||
Basic Installer info Bell icon/ Upload roof image in project phase/ override address pin | Alex/Logan | Why isn't a product offering in the dropdown? | ||
HubSpot/Installer Side | Alex/Logan | |||
Milestone Extensions | Rick | |||
Installer - L2 | Salesforce/Account managers | Rick | ||
Account Update/Configuration Tickets | Alex/Logan |
| ||
DocuSign | Alex/Logan | |||
SendGrid | Alex/Logan | |||
Platform Training | Self Study/refresher | |||
Installer - L3 | Testing in Onboard | Alex/Logan | ||
Installers/Channel partners | Rick | |||
Installer Payments | Alex | https://sighten.atlassian.net/wiki/spaces/SS/pages/2453274625 | ||
No Cost Change Order NCCO | Rick | |||
Change Orders HCO/ICO | Rick | |||
Ticket to Phone/Chat Transition | Chat/Phone | Sarah/Alex | ||
Installer - L4 | Investigating Bugs, Tools, Tips, and DAL | Rick | ||
Resolution Specialist | LMS Comms courses |