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Offering building blocks to greatness.
From their first day at Smart Team, team members are immediately enrolled in Smart Team Training Programme, an interactive and hands-on training program, where they complete extensive technology and customer service training. But the education never stops. Our team members regularly receive training on the latest technological trends and before a new product release ever reaches the customer, the team is given hands-on instruction and testing responsibility.
Required for all customer-facing employees, new employee training provides an extensive introduction to all of Smart Team's plans, products, additional features and data center infrastructure. New employees also receive a detailed explanation of how the Internet works and instruction on the Web hosting process and industry in general.
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Once completing an intensive week of training, new employees are paired with a support veteran who acts as their mentor. During this phase, new employees listen in to actual customer calls and see how their mentor interacts with customers and troubleshoots problems. Then, under the supervision of their mentors, new employees take over calls, learning on-the-job with a guiding hand.
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After training with their mentors and working on their own for a couple of weeks, new hires learn about specific intricacies of plan features and are introduced to advanced tools offered from Smart Team. They also are given more detailed training on Web hosting technology. Now that they have a frame-of-reference from actual customer experiences, they are encouraged to interject ideas of how to better serve customers.
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Prior to the release of any newly developed Smart Team product or plan feature, all customer service representatives are extensively trained on the new development and given the opportunity to test and demo it before it is released to Smart Team customers.
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Housed on the Smart Team Intranet, the ETP gives all employees access to training materials 24/7, including product description documents, quick feature references and self-paced classes on the latest technological advances in both Web hosting hardware and systems.
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Smart Team is committed to the ongoing development of our employees at every level. We promote from within and encourage information sharing from management, senior staff and new hires. We believe training is the cornerstone to maintaining employee motivation and passion for greatness.
Does our innovative approach to training interest you? Check out our current openings now. |
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