Description: This article describes guidelines for the training timeline of the new-joining Technical Support Specialist in End-User support branches.
First week (3-5 working days):
Work processes, rules, guidelines of Ruptela;
Basic introduction of Ruptela‘s services and products;
Getting familiar with work instructions and documentation (reading manuals, watching video tutorials, etc.).
Week 2 – Week 4:
The specialist is familiar with majority of manuals and instruction, video tutorials were watched;
The mentor and other colleagues are actively assisting the new-joining specialist (answering questions, etc.);
Learning by solving real-cases (tickets) under mentor supervision. Tickets are assigned by the responsible mentor (or other experienced colleagues). Tickets from Standard type clients only can be solved during this phase.
Answers to clients are provided only with a confirmation from the mentor (unless agreed and confirmed by mentor in advance);
Visit to see a real field installation of our products (Recommended):
Tachograph reading + K-Line + CANbus reading from FMS connector solution installation;
HCV CANbus reading without FMS connector;
LCV CANbus reading solution installation;
Fuel level sensor installation.
Week 5 – Week 9:
Learning by solving tickets and providing support over the phone line under the mentor supervision;
When solving cases, the specialist uses documentation and consultations with other experienced colleagues;
Tickets from Standard clients are assigned by the mentor and/or taken independently. Answers for Standard clients are provided under specialist’s responsibility.
Tickets from Target clients are assigned by the mentor (unless agreed and confirmed by mentor in advance);
Answers for Target clients are provided only with confirmation of the mentor (unless agreed and confirmed by mentor in advance).
Week 10 – Till the end of probation period:
Solving tickets independently;
Consultations with other colleagues or checking documentation for more difficult solutions;
Tickets from Target clients are taken independently or assigned by other colleagues, answers provided with a confirmation of the mentor only in more difficult cases;
KPIs are started to be counted and at least 80% of minimum results are achieved.
After probation period:
Technical support specialist tasks are carried out independently, tickets are solved without the need of external assistance according to the best practices for ticket solving.