Introduction to company's client management system
8
Teach Technical Support Engineer troubleshooting techniques
9
Explanation of company's ticketing system
10
Run simulations of common issues faced by customers
11
Approval: Manager for simulations result
12
Meet the team session
13
Introduction to company's feedback and escalation procedures
14
Clarify the new engineer’s roles and responsibilities
15
Discuss career path and growth opportunities
16
Attend real support calls under supervision
17
Approval: Supervisor for handling real support calls
18
Provide a checklist for daily duties and tasks
19
Allow the engineer to handle real support calls independently
20
Performance review after one month
Assign a mentor to the new engineer
Assign a mentor to the new engineer to provide guidance and support throughout their onboarding process. The mentor will help the engineer navigate their way through the company's systems and processes, answer any questions they may have, and assist them in their development as a technical support engineer.
Prepare necessary hardware and software
Ensure that all necessary hardware and software requirements are met for the new engineer. This includes providing them with a computer, peripherals, and any proprietary software tools needed to perform their role effectively.
Install necessary applications and systems
Install the necessary applications and systems on the new engineer's computer. This may include ticketing systems, remote access tools, communication tools, and any other software required for their role.
Setup Email and system login credentials
Set up the new engineer's email and system login credentials. This will allow them to access their work email, internal systems, and other resources essential for their role.
Conduct IT and system security training
Provide IT and system security training to the new engineer. This training will cover best practices for data security, safe internet usage, and protocols to follow when handling sensitive information.
Introduction to company's products and services
Introduce the new engineer to the company's products and services. Familiarize them with the features, functionality, and benefits of each product or service to enhance their understanding and ability to provide effective technical support.
Introduction to company's client management system
Provide an introduction to the company's client management system. This system is used for tracking and managing client interactions, tickets, and other relevant information. Familiarize the engineer with its layout, functions, and how to navigate and utilize the system.
Teach Technical Support Engineer troubleshooting techniques
Teach the new engineer troubleshooting techniques specific to the company's products and services. This will enable them to diagnose and resolve customer issues efficiently and effectively.
Explanation of company's ticketing system
Explain the company's ticketing system to the new engineer. This includes how to create, update, and close support tickets, as well as the importance of accurate and detailed ticket documentation.
Run simulations of common issues faced by customers
Conduct simulations of common issues faced by customers to provide the new engineer with hands-on experience in diagnosing and resolving these issues. This will help them build confidence and develop their troubleshooting skills.
Approval: Manager for simulations result
Will be submitted for approval:
Run simulations of common issues faced by customers
Will be submitted
Meet the team session
Organize a meet the team session to introduce the new engineer to their colleagues. This session will facilitate networking, collaboration, and a sense of belonging within the technical support team.
Introduction to company's feedback and escalation procedures
Introduce the new engineer to the company's feedback and escalation procedures. Explain how to provide and receive constructive feedback, as well as the process for escalating customer issues to higher levels of support when necessary.
Clarify the new engineer’s roles and responsibilities
Clarify the new engineer's roles and responsibilities within the technical support team. Outline their tasks, goals, and expectations to ensure alignment and clarity from the start.
Discuss career path and growth opportunities
Engage in a discussion about the new engineer's career path and growth opportunities within the company. Discuss potential career trajectories, skills development initiatives, and avenues for advancement.
Attend real support calls under supervision
Allow the new engineer to attend real support calls under the supervision of a more experienced team member. This will provide them with real-world exposure to customer interactions and issues, while receiving guidance and feedback throughout the process.
Approval: Supervisor for handling real support calls
Will be submitted for approval:
Attend real support calls under supervision
Will be submitted
Provide a checklist for daily duties and tasks
Provide the new engineer with a checklist outlining their daily duties and tasks. This will help them stay organized, prioritize their work, and ensure that they complete their responsibilities effectively and efficiently.
Allow the engineer to handle real support calls independently
Allow the new engineer to handle support calls independently once they have gained sufficient experience and confidence. Monitor their performance and provide support as needed, gradually transitioning them to fully independent support.
Performance review after one month
Conduct a performance review for the new engineer after one month of onboarding. Evaluate their progress, strengths, areas for improvement, and provide feedback and guidance for their continued growth and development.
