Support Agent Training Plan

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

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

HO-Phone

Jessie

• Jessie's Homeowner Ticket Training Videos

• SOPs are listed in the video KB article

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

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