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New Hire Training Program

New Hire Training Program

Program Structure — 3 Weeks

Week 1: Classroom Training (Days 1–5)

  • Read through the KB articles in the order listed below
  • Complete quizzes at the end of each section
  • Shadow experienced agents on live calls
  • Practice in the Powercode training environment

Week 2: Supervised Phone Time (Days 6–10)

  • Take live calls with a trainer listening
  • Trainer provides real-time coaching
  • Debrief after each call
  • Continue reading advanced articles

Week 3: Solo + Certification (Days 11–15)

  • Take calls independently
  • Trainer available for questions but not listening
  • Complete mock exam
  • Pass final certification

Pass/Fail Standards

  • Quizzes: 80% minimum on all 4 quizzes
  • Written Final Exam: 85% minimum
  • Live Call Evaluation: 3.0+ average (scored by trainer on a 1–5 scale)

Required Reading Order

Day 1: Foundations

  1. Company Overview & Support Hours
  2. Phone Etiquette
  3. Account Security (covered in Phone Etiquette article)
  4. Support Call Script (Shelf 07)
  5. Outbound Calling Codes (covered in Phone Etiquette article)

Quiz 1: Foundations

Day 2: Billing & Account Management

  1. Adding Payments & Plan Changes (Shelf 03)
  2. Delinquent Accounts (Shelf 03)
  3. Transfer of Service (Shelf 03)
  4. Cancellation Procedure (Shelf 03)
  5. Discounts
  6. POE Shipping (Shelf 03)

Quiz 2: Billing

Day 3: Wireless Troubleshooting

  1. NAT DHCP Explained (Shelf 04)
  2. No Internet — Active SM (Shelf 04)
  3. No Internet — Inactive SM (Shelf 04)
  4. Slow Internet (Shelf 04)
  5. Bridging / NAT / DMZ / Static IP / QoS (Shelf 04)

Quiz 3: Wireless Troubleshooting

Day 4: Sales & Procedures

  1. New Installation — Home Owner (Shelf 02)
  2. Sales / Upgrade / Equipment Pickup Procedures (Shelf 02)
  3. Scheduling Jobs & Job Note Templates (Shelf 10)
  4. All Call Scripts (Shelf 07)

Quiz 4: Sales & Procedures

Day 5: Brand-Specific & Advanced

  1. Email Server Settings & Router Channels (Shelf 06)
  2. Optic Loop Plans & Fiber Troubleshooting (Shelf 08)
  3. Equipment Reference — Towers, Probes, Tasks (Shelf 11)
  4. Review all previous material

Mock Exam → Final Certification Exam

Ticket Ownership Rules

You own every ticket you touch until someone else explicitly picks it up.

  1. If a customer calls and you create a ticket, you own it
  2. If you need to escalate, document everything and assign it — but follow up
  3. If you transfer to someone who doesn't answer, it comes back to you
  4. If your shift ends and the issue isn't resolved, leave detailed notes and hand off in Slack
  5. Never tell a customer "someone will call you back" without a specific owner
  6. Check your open tickets at the start of every shift
  7. If you see an unowned ticket, take it
  8. Close tickets when resolved — don't leave them open
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