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Support Agent Training Resources

Support Agent Training Resources

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 Salesforce CRM Essentials

Homeowner - L1

EverBright Financing Products

DWC / Welcome Call

Cancellations

HubSpot inquiries - Installer or Homeowner Request to Join Everbright

Homeowner's guide to Federal Solar Tax Credit

Homeowner - L2

Returned Mail

Update Contact Information Request [MyEverBright and Account Servicing]

Account Registration Assistance [Account Servicing]

My EverBright Portal Access

Do Not Contact Requests

Refunds

Homeowner - L3

Pay Outstanding Balance / Payoffs

How to handle a Maintenance Request call

How to handle questions about mechanics liens

Common Homeowner Questions (Savings, Production, Utility Bills)

Homeowner - L4

Death/ Deceased Homeowner - SOP

Payment Arrangements for Customers with PTO Delays

Escalations

Installer - L1

Products (PPA/Ric)

Ticket Training

Design Desk

Basic Installer info

Bell icon/ Upload roof image in project phase/ override address pin

HubSpot/Installer Side

Milestone Extensions

Installer - L2

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

Installer - L4

Investigating Bugs, Tools, Tips, and DAL

Resolution Specialist

LMS Comms courses