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Timeline of the Technical support specialist Training plan (End-users)
Timeline of the Technical support specialist Training plan (End-users)
Albert Basiul avatar
Written by Albert Basiul
Updated over 7 months ago

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.

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