Getting someone productive.
WHAT THEY NEED FIRST
Understanding of what the business actually does Access to the systems A clear scope of what they may decide
WHAT ORDER TO TEACH IN
The product, as a customer uses it The commonest questions The tools The policies Escalation
WHY THE PRODUCT FIRST
Support without product understanding is transcription.
WHAT TO HAVE THEM DO EARLY
Read resolved tickets.
WHY
It teaches tone, common problems and expectations at once.
WHAT TO START THEM ON
Simple, well-documented tickets, reviewed before sending.
HOW LONG TO REVIEW
Until the reviewer stops finding problems.
WHAT TO PROVIDE
A named person to ask A written list of what they may decide alone Permission to say they will check and come back
WHY THAT LAST PERMISSION MATTERS
It prevents guessing.
WHAT TO AVOID
Throwing someone at the queue on day one Measuring them on speed while learning
WHAT TO DOCUMENT
The answers they had to ask for.
WHY
It becomes the training material for the next person.
WHAT TO CHECK AFTER A MONTH
What they still find unclear.
WHAT THAT REVEALS
Gaps in your documentation, not in them.
