This is your source for the resources and materials you will need as you progress through Support Agent Training.
Agent Level | Training Topic | Resources/SOPs |
New Agent Onboarding | Everbright Customer Support Onboarding and Resources | |
Support Policies | ||
CXone and CRM Essentials | ||
EverBright Financing Products | ||
Homeowner - L1 | DWC / Welcome Call | |
Cancellations | ||
HubSpot inquiries - Installer or Homeowner Request to Join Everbright | ||
Homeowner's guide to Federal Solar Tax Credit | ||
Common Homeowner Questions | ||
Homeowner - L2 | Returned Mail | |
Update Contact Information Request [MyEverBright and Account Servicing] | ||
Account Registration Assistance [Account Servicing] | ||
Do Not Contact Requests | ||
Homeowner - L3 | Pay Outstanding Balance / Payoffs | |
Escalations | ||
Homeowner - L4 | How to handle concerns from homeowners about their system installation Pre- PTO | |
Death/ Deceased Homeowner - SOP | ||
Payment Arrangements for Customers with PTO Delays | ||
How to handle homeowner concerns about credit consent issues | ||
How to handle a Maintenance Request call | ||
Installer - L1 | Products (PPA/Ric) | |
Ticket Training | ||
Design Desk | ||
Basic Installer info Bell icon/ Upload roof image in project phase/ override address pin | Why isn't a product offering in the dropdown? | |
HubSpot/Installer Side | ||
Milestone Extensions | ||
Installer - L2 | Salesforce/Account managers | |
Account Update/Configuration Tickets | ||
DocuSign | ||
SendGrid | ||
Platform Training | ||
Installer - L3 | Testing in Onboard | |
Installers/Channel partners | ||
Installer Payments | ||
No Cost Change Order NCCO | ||
Change Orders HCO/ICO | ||
Ticket to Phone/Chat Transition | Chat/Phone | |
Installer - L4 | Investigating Bugs, Tools, Tips, and DAL | |
Resolution Specialist | LMS Comms courses |