Support Architect Onboarding Checklist

Support Architect Onboarding Process

Are you looking for help setting up a staff orientation process so that when your new Support Architect starts their role, they can learn about their responsibilities and your company as quickly as possible? Whether you’re keen to use buddy onboarding, want to automate your Technology onboarding experience or just need an onboarding checklist for your new Support Architect, you’re in the right place. We’ve put together a sample Support Architect onboarding checklist below and have created onboarding templates & resources to help.

Support Architect Onboarding Checklist

1. Introduction to company culture and values: The task involves providing the Support Architect with an overview of the company’s culture, values, and mission. This helps them understand the company’s core principles and align their work accordingly. The Human Resources department or a designated company representative typically performs this task.

2. Familiarization with company policies and procedures: The Support Architect needs to be acquainted with the company’s policies and procedures, including those related to data security, confidentiality, and code of conduct. This task ensures that they adhere to the company’s guidelines and maintain a professional work environment. The Human Resources department or a designated company representative is responsible for providing this information.

3. Introduction to the support team: The Support Architect should be introduced to their immediate team members, including other support architects, managers, and colleagues from related departments. This task facilitates relationship building, collaboration, and effective communication within the team. The team lead or manager typically performs this task.

4. Product and service training: The Support Architect needs to undergo comprehensive training on the company’s products and services. This includes understanding the features, functionalities, and technical aspects of the offerings. The training may be conducted by the product development team, subject matter experts, or a dedicated training department.

5. Familiarization with support tools and systems: The Support Architect should be trained on the various tools and systems used for providing support, such as ticketing systems, knowledge bases, and communication platforms. This task ensures that they can efficiently handle customer queries and issues. The support operations team or a designated trainer typically performs this task.

6. Shadowing experienced support architects: The Support Architect should have the opportunity to shadow experienced colleagues to observe their workflow, problem-solving techniques, and customer interaction skills. This task helps them learn best practices and gain practical insights into their role. Senior support architects or designated mentors usually perform this task.

7. Understanding customer personas and pain points: The Support Architect should be provided with insights into the target customer base, their needs, pain points, and common challenges. This task helps them empathize with customers and tailor their support approach accordingly. The marketing or customer success team typically provides this information.

8. Reviewing existing support documentation: The Support Architect should review existing support documentation, including FAQs, troubleshooting guides, and knowledge base articles. This task helps them familiarize themselves with the available resources and ensures they can provide accurate and consistent support. The support operations team or a designated trainer typically performs this task.

9. Attending team and company meetings: The Support Architect should be encouraged to attend team and company-wide meetings to stay updated on company news, product updates, and ongoing projects. This task promotes transparency, collaboration, and a sense of belonging within the organization. Team leads, managers, or the company’s leadership team typically organize these meetings.

10. Setting performance goals and expectations: The Support Architect should have a clear understanding of their performance goals, key performance indicators (KPIs), and expectations. This task helps them align their efforts with the company’s objectives and ensures they have a roadmap for success. The team lead or manager typically discusses and sets these goals with the Support Architect.

11. Ongoing professional development opportunities: The Support Architect should be informed about ongoing professional development opportunities, such as training programs, certifications, and conferences. This task encourages continuous learning and growth within the role. The Human Resources department or a designated training department typically provides information on these opportunities.

12. Introduction to escalation procedures: The Support Architect should be familiarized with the escalation procedures for handling complex or high-priority customer issues. This task ensures they can efficiently escalate and resolve critical problems. The support operations team or a designated trainer typically provides this information.

13. Performance feedback and evaluation: The Support Architect should receive regular performance feedback and evaluations to identify areas of improvement and recognize their achievements. This task helps them grow professionally and maintain a high level of performance. The team lead or manager typically conducts these evaluations.

14. Introduction to cross-functional teams: The Support Architect should be introduced to cross-functional teams they may collaborate with, such as product development, sales, or marketing teams. This task promotes effective communication and collaboration across departments. The team lead or manager typically facilitates these introductions.

15. Understanding the company’s customer service philosophy: The Support Architect should be familiarized with the company’s customer service philosophy, which may include principles like empathy, responsiveness, and customer-centricity. This task ensures they provide consistent and exceptional customer support. The customer success team or a designated trainer typically provides this information.

16. Reviewing legal and compliance requirements: The Support Architect should review legal and compliance requirements relevant to their role, such as data protection regulations or industry-specific guidelines. This task ensures they adhere to legal obligations and maintain data privacy and security. The legal or compliance department typically provides this information.

17. Introduction to internal communication channels: The Support Architect should be introduced to internal communication channels, such as email, instant messaging platforms, or project management tools. This task ensures they can effectively communicate and collaborate with colleagues across the organization. The IT department or a designated trainer typically provides this information.

18. Understanding the company’s support metrics and reporting: The Support Architect should be familiarized with the support metrics and reporting processes used to measure their performance and team’s effectiveness. This task helps them track their progress and contribute to continuous improvement. The support operations team or a designated trainer typically provides this information.

19. Introduction to customer feedback and satisfaction measurement: The Support Architect should be introduced to customer feedback and satisfaction measurement processes, such as surveys or feedback collection tools. This task helps them understand the importance of customer feedback and how it contributes to improving the support experience. The customer success team or a designated trainer typically provides this information.

20. Building relationships with key stakeholders: The Support Architect should be encouraged to build relationships with key stakeholders, such as customers, partners, or vendors. This task helps them understand the broader ecosystem and fosters collaboration and partnership. The customer success team or a designated mentor typically guides the Support Architect in building these relationships

Setting Up Your Employee Onboarding Process

From reading through the items in the example Support Architect checklist above, you’ll now have an idea of how you can apply best practices to getting your new Support Architect up to speed and working well in your Technology team. Scroll up to see the link to our onboarding templates & resources or get in touch to discuss getting help setting up your systems and processes in this area.