Support Agent Training Plan - Starting 5/22/2023

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
Homeowner - L1	Welcome Calls	Sabin/Cassie	Welcome Call SOP (DO NOT USE UNTIL 05/22/2023) Making an Outbound Call in CXone Converting a CXone Interaction to an Email follow-up Dispositions and Notes Converting a CXone Interaction to an Email follow-up 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	Sabin/Cassie	How to Handle: Homeowner Wants to Cancel their Contract Concert Workflow Cancellations
	HubSpot inquiries - Installer or Homeowner Request to Join Everbright	Sabin/Cassie	HubSpot inquiries - Installer or Homeowner Request to Join Everbright
	Homeowner's guide to Federal Solar Tax Credit	Sabin/Cassie	Homeowner's guide to Federal Solar Tax Credit
Homeowner - L2	Returned Mail	Sabin/Cassie	How to handle mail returned tickets
	Update Contact Information Request [MyEverBright and Account Servicing Portal]	Sabin/Cassie	Update Contact Information Request [MyEverBright and Account Servicing Portal]
	Account Registration [Account Servicing Portal]	Sabin/Cassie	Account Registration [Account Servicing Portal]
	Register for ACH [Account Servicing Portal]	Sabin/Cassie	Register for ACH [Account Servicing Portal]
	How to Handle "Returned Payment Fee" Tickets from Account Servicing	Sabin/Cassie	How to Handle "Returned Payment Fee" Tickets from Account Servicing
Ticket to Phone/Chat Transition	HO-Chat	Sabin/Cassie	Chat in CXone
Ticket to Phone/Chat Transition	HO-Phone	Sabin/Cassie
Homeowner - L3	Pay Outstanding Balance / Payoffs	Sabin/Cassie	Pay Outstanding Balance / Payoffs
Homeowner - L3	Refinance - Request for removal of the UCC lien	Sabin/Cassie	Refinance - Request for removal of the UCC lien
Homeowner - L4	How to handle concerns from homeowners about their system installation Pre- PTO	Sabin/Cassie	How to handle concerns from homeowners about their system installation Pre- PTO
	Death/ Deceased Homeowner - SOP	Sabin/Cassie	Death/ Deceased Homeowner - SOP
	Payment Arrangements for Customers with PTO Delays	Sabin/Cassie	Payment Arrangements for Customers with PTO Delays
	How to handle homeowner concerns about credit consent issues	Sabin/Cassie	How to handle homeowner concerns about credit consent issues
	How to handle a Maintenance Request call	Sabin/Cassie	How to handle a Maintenance Request call
	Salesforce	Sabin/Cassie	Using Salesforce to get Org Account Information
	Escalations	Sabin/Cassie	Escalating Complaints
Installer - L1	Products (PPA/Ric)	Alex	PPA Training Videos PPA + Storage
	Ticket Training	Rick	How to process a Design Desk ticket Processing Account Update Request Form Tickets Processing Non-Platform Tickets
	Design Desk	Design Desk Team	Design Desk Service How to Access Design Desk Jira Project Design Desk SLAs
	HubSpot/Installer Side	Alex	HubSpot inquiries - Installer or Homeowner Request to Join Everbright
	Milestone Extensions	Rick	What to do if an installer is seeking extension for a Milestone
Installer - L2	Salesforce/Account managers	Rick	Using Salesforce to get Org Account Information
	Account Update/Configuration Tickets	Alex	Processing "New Financing Products Form Request" Tickets Processing EverBright New Partner Onboarding Requests CS tickets Processing "EverBright - Product Onboarding" tickets How to process insurance update tickets
	DocuSign	Alex	Using Docusign to troubleshoot or resend contracts
	SendGrid	Alex	How to use SendGrid
	Platform Training	Rick
Installer - L3	Installers/Channel partners	Rick	Channel Partners How to check Milestone Payment Information, Payments Reporting
	No Cost Change Order NCCO	Rick	No Cost Change Orders
	Change Orders HCO/ICO	Rick	Change Orders
Ticket to Phone/Chat Transition	Chat/Phone	Sarah/Alex
Installer - L4	Investigating Bugs, Tools, Tips, and DAL	Rick	Troubleshooting Techniques - Pull Job Troubleshooting Techniques - Postman and the DAL
Installer - L4	Resolution Specialist		LMS Comms courses