Last Updated: 2/19/2026

Support Team Onboarding

Onboarding Checklist

Week 1: Orientation

• Complete HR onboarding
• Set up workstation and tools
• Meet the team
• Review company values and culture
• Read all Getting Started documentation
• Access granted to all necessary systems

Week 2: Training

• Product knowledge training
• Support tools training
• Shadow senior support agents
• Review past tickets and case studies
• Practice with test scenarios
• Learn escalation procedures

Week 3: Supervised Practice

• Handle tickets with supervision
• Attend team meetings
• Review customer communication guidelines
• Practice using templates
• Get feedback on responses
• Build confidence with common issues

Week 4: Independent Work

• Start handling tickets independently
• Meet with manager for 1-on-1
• Set personal performance goals
• Continue learning and asking questions

Resources for New Team Members

• Team directory and contacts
• Product documentation
• Support policies and procedures
• Training materials and videos