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	Everbright Customer Support Onboardingarchived EverBright Corporate Address, Phone Numbers, and Hours of Operation
	Support Policies	https://goeverbright.atlassian.net/wiki/spaces/ECSH/pages/2686582795 https://goeverbright.atlassian.net/wiki/spaces/ECSH/pages/2686451747 https://goeverbright.atlassian.net/wiki/spaces/ECSH/pages/2898034693 https://goeverbright.atlassian.net/wiki/spaces/ECSH/pages/2843050078 https://goeverbright.atlassian.net/wiki/spaces/ECSH/pages/2871197842 Customer Authentication Policy
	CXone and Salesforce CRM Essentials	https://sighten.atlassian.net/wiki/spaces/SS/pages/2778104050 CXone Headset Troubleshootingarchived Steps to Troubleshoot CXone Issuesarchived CXone Salesforce Call Refusal Troubleshootingarchived https://sighten.atlassian.net/wiki/spaces/SS/pages/2781151233 https://sighten.atlassian.net/wiki/spaces/SS/pages/2787704874 Transferring a Call in CXonearchived https://sighten.atlassian.net/wiki/spaces/SS/pages/2788261955 https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3165683749 https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3264184349 https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3284533258
Homeowner - L1	EverBright Financing Products	https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3608051915 RIC (EverOwn) spec sheet https://engine.goeverbright.com/everbright/?page=3652942c-3a78-43b8-a59a-095f1d5d3c9d PPA (EverFix, EverFlex, PowerShift) spec sheet https://engine.goeverbright.com/everbright/?page=84067ee0-e050-4fd0-9a53-5dfc3ef8738b EverEasy spec sheet https://engine.goeverbright.com/everbright/?page=8bb11e8b-af3c-49be-a9c6-3e558c1ba2fc Quick Reference Guide RIC https://engine.goeverbright.com/everbright/?page=f4416a9d-1c11-422b-995f-057aed87ee76 Quick Reference Guide PPA https://engine.goeverbright.com/everbright/?page=d43f1844-dda7-46c6-aa6f-e21a0640771f https://goeverbright.atlassian.net/wiki/spaces/SS/pages/2446327836 https://goeverbright.atlassian.net/wiki/spaces/SS/pages/2438070273
	DWC / Welcome Call	https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3128328193 https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3027468289 https://goeverbright.atlassian.net/wiki/spaces/SS/pages/2783051834 https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3342106736 https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3192848666
	Cancellations	https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3586392092
	HubSpot inquiries - Installer or Homeowner Request to Join Everbright	https://sighten.atlassian.net/wiki/spaces/SS/pages/2544271363
	Homeowner's guide to Federal Solar Tax Credit	https://sighten.atlassian.net/wiki/spaces/SS/pages/2640183299
Homeowner - L2	Returned Mail	https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3165945860
	Update Contact Information Request [MyEverBright and Account Servicing]	https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3241803881
	Account Registration Assistance [Account Servicing]	https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3208970343
	My EverBright Portal Access	https://goeverbright.atlassian.net/wiki/spaces/SS/pages/2515238931
	Do Not Contact Requests	https://goeverbright.atlassian.net/wiki/spaces/SS/pages/2878865481
	Refunds	https://goeverbright.atlassian.net/wiki/spaces/SS/pages/2913206400
Homeowner - L3	Pay Outstanding Balance / Payoffs	https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3149332571
	How to handle a Maintenance Request call	https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3238854735
	How to handle questions about mechanics liens	https://goeverbright.atlassian.net/wiki/spaces/SS/pages/2872672522
	Common Homeowner Questions (Savings, Production, Utility Bills)	https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3567255567 https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3118596102 https://goeverbright.atlassian.net/wiki/spaces/SS/pages/2660859930 https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3210182658
Homeowner - L4	Death/ Deceased Homeowner - SOP	https://sighten.atlassian.net/wiki/spaces/SS/pages/2671280131
	Payment Arrangements for Customers with PTO Delays	https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3234594830
	Escalations	https://goeverbright.atlassian.net/wiki/spaces/SS/pages/2990735484 https://goeverbright.atlassian.net/wiki/spaces/SS/pages/2990833825 https://goeverbright.atlassian.net/wiki/spaces/SS/pages/2532507651 https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3027730707 https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3027927292
Installer - L1	Products (PPA/Ric)	https://sighten.atlassian.net/wiki/spaces/SS/pages/2612690945 https://sighten.atlassian.net/wiki/spaces/SS/pages/2768535577 https://sighten.atlassian.net/wiki/spaces/SS/pages/2660859930 https://sighten.atlassian.net/wiki/spaces/SS/pages/2462253061
	Ticket Training	https://sighten.atlassian.net/wiki/spaces/SS/pages/2647359502 https://sighten.atlassian.net/wiki/spaces/SS/pages/2445345115
	Design Desk	https://sighten.atlassian.net/wiki/spaces/SS/pages/2550595587 https://sighten.atlassian.net/wiki/spaces/SS/pages/2508324956
	Basic Installer info Bell icon/ Upload roof image in project phase/ override address pin	https://goeverbright.atlassian.net/wiki/spaces/SS/pages/1251196 https://goeverbright.atlassian.net/wiki/spaces/SS/pages/1032323135 https://goeverbright.atlassian.net/wiki/spaces/SS/pages/603979883
	HubSpot/Installer Side	https://sighten.atlassian.net/wiki/spaces/SS/pages/2544271363
	Milestone Extensions	https://sighten.atlassian.net/wiki/spaces/SS/pages/2506227713
Installer - L2	Account Update/Configuration Tickets	https://sighten.atlassian.net/wiki/spaces/SS/pages/2610954356 https://sighten.atlassian.net/wiki/spaces/SS/pages/2408251549 https://sighten.atlassian.net/wiki/spaces/SS/pages/478052516 https://sighten.atlassian.net/wiki/spaces/SS/pages/2459828319 https://goeverbright.atlassian.net/wiki/spaces/SS/pages/2496430115
	DocuSign	https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3342106736 https://sighten.atlassian.net/wiki/spaces/SS/pages/2793799681
	SendGrid	https://sighten.atlassian.net/wiki/spaces/SS/pages/443777068
	Platform Training	https://sighten.atlassian.net/wiki/spaces/SS/pages/2788163847
Installer - L3	Testing in Onboard	https://goeverbright.atlassian.net/wiki/spaces/SS/pages/2898231350
	Installers/Channel partners	https://goeverbright.atlassian.net/wiki/spaces/SS/pages/2728001537
	Installer Payments	https://sighten.atlassian.net/wiki/spaces/SS/pages/2453274625
	No Cost Change Order NCCO	https://sighten.atlassian.net/wiki/spaces/SS/pages/2650832897
	Change Orders HCO/ICO	https://sighten.atlassian.net/wiki/spaces/SS/pages/2631794754
Installer - L4	Investigating Bugs, Tools, Tips, and DAL	https://sighten.atlassian.net/wiki/spaces/SS/pages/2571763714 https://sighten.atlassian.net/wiki/spaces/SS/pages/2716794908 https://goeverbright.atlassian.net/wiki/spaces/SS/pages/2449801287 https://goeverbright.atlassian.net/wiki/spaces/SS/pages/694026241
Installer - L4	Resolution Specialist	LMS Comms courses

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