Technical Advisor Onboarding Checklist

Technical Advisor Onboarding Process

Are you looking for help setting up a staff orientation process so that when your new Technical Advisor 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 Customer Service onboarding experience or just need an onboarding checklist for your new Technical Advisor, you’re in the right place. We’ve put together a sample Technical Advisor onboarding checklist below and have created onboarding templates & resources to help.

Technical Advisor Onboarding Checklist

1. Introduction to company culture and values: The task involves providing the new Technical Advisor 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 new Technical Advisor needs to be acquainted with the company’s policies and procedures, including those related to customer service, data privacy, and security. This task ensures that they adhere to the company’s guidelines and maintain a high level of professionalism. The Human Resources department or a designated trainer typically performs this task.

3. Introduction to the product or service: The new Technical Advisor should receive comprehensive training on the company’s product or service offerings. This includes understanding the features, benefits, and technical aspects of the product/service. The product development team or a designated trainer typically performs this task.

4. Training on customer service tools and systems: The Technical Advisor needs to be trained on the various tools and systems used for customer service, such as CRM software, ticketing systems, and communication platforms. This task ensures they can effectively handle customer inquiries and provide timely support. The IT department or a designated trainer typically performs this task.

5. Shadowing experienced Technical Advisors: The new Technical Advisor should have the opportunity to shadow experienced colleagues to observe their interactions with customers, learn best practices, and gain practical insights into the role. This task helps them understand the expectations and responsibilities of the position. Experienced Technical Advisors or team leads typically perform this task.

6. Role-specific training: The new Technical Advisor should receive specialized training related to their specific role within the customer service team. This may include training on troubleshooting techniques, product-specific knowledge, or industry-specific regulations. The team lead or a designated trainer typically performs this task.

7. Introduction to escalation procedures: The Technical Advisor needs to be familiarized with the escalation procedures for handling complex or unresolved customer issues. This task ensures they know when and how to involve higher-level support or management to provide the best possible resolution. The team lead or a designated trainer typically performs this task.

8. Introduction to cross-functional teams: The new Technical Advisor should be introduced to other teams they may collaborate with, such as sales, marketing, or product development. This task helps them understand how their role fits into the broader organizational structure and fosters effective collaboration. The team lead or a designated representative from each team typically performs this task.

9. Performance expectations and metrics: The new Technical Advisor should be provided with clear performance expectations and metrics to gauge their success in the role. This task helps them understand what is expected of them and how their performance will be evaluated. The team lead or a designated supervisor typically performs this task.

10. Ongoing training and professional development opportunities: The Technical Advisor should be informed about ongoing training and professional development opportunities available within the company. This task ensures they have access to resources that can enhance their skills and knowledge, ultimately benefiting both the employee and the company. The Human Resources department or a designated trainer typically performs this task

Setting Up Your Employee Onboarding Process

From reading through the items in the example Technical Advisor checklist above, you’ll now have an idea of how you can apply best practices to getting your new Technical Advisor up to speed and working well in your Customer Service 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.