Welcome to your onboarding training! We are excited to welcome you to the Student Support Department.
This onboarding material has several parts. Please be aware that some parts may take more time than others. This Onboarding Training will teach you about BYU-Pathway Worldwide and the purpose of our Support Teams (General Support, Finance Support, Three-Year Degree Support, Advising Support, Registration Management Support).
Throughout the Onboarding Training, you will be required to submit quizzes and self-reflection prompts to show your progress.
As you are going through these lessons, please let us know about any issues you are having or any questions that you feel are not answered by the training. You can submit this feedback by filling out the following form: https://forms.gle/jEZJtc4u85VuJMRa7
Depending on what team you are apart of, your training will look different. Below is how the different teams should proceed through this New Hire Training.
General Support- Lessons 1-
Phone Support-
Advising Support-
Manual Registration Support -
Escalations Support-
Finance Support-
Three- Year Degree Support-
*If you are transferring from another team and already know the basics. Just focus on the your new team's specialized trainings.
Day 1-4: Review Onboarding materials on this hub site
Day 5:
Review picking tickets and proper ticket management processes
Shadowing Sessions
Day 6:
Answering Emails
Shadowing Sessions
Day 7:
Knowledge Base Training (Finding articles, submitting feedback, submitting a proposed article)
Shadowing Sessions
Day 8:
Training with Trainers on how to interact with Students properly
Shadowing Sessions
Day 9:
How to make calls in the CRM
Shadowing Sessions
Day 10:
Students in crisis
Shadowing Sessions
Day 11:
Reviewing Certificates and Degrees and the Catalog Website
Shadowing Sessions
Day 12:
The different teams in support and how to escalate things properly
Shadowing Sessions
Day 13:
Review QA Standards and 1-on-1s
Shadowing Sessions
Day 14:
Final Review Day
Shadowing Sessions
Message on Teams for questions
Martinskingsley@byupw.edu
Message on Teams for questions
brendalezano@byupw.edu