The Exclusive Networks Technical Academy is a structured learning program which guides new technical support engineers through training and certifications over an initial 2 years. This is followed by a second phase which provides veteran support engineers the opportunity to experience working in other Technical Services teams, such as Professional Services, Presales and Training.
The Academy program is designed to develop engineers in the network security products supported by the Technical Services team, as well as teach internal support processes and best practice for customer service. Milestones and targets are set throughout the program for engineers to achieve, proving their newly acquired knowledge by putting their training to use in real-world support cases.
Along with classroom training courses new engineers will receive 1-to-1 mentoring with senior engineers, access to an extensive lab, and regular progress reviews with team leaders. As engineers progress through the Academy program they will collect bonuses for passing certification exams and collect credits towards end-of-year bonuses for staying on track with their milestones.
Education, experience and the accumulation of knowledge. All are critical ingredients for the provision of first-rate support and issue resolution. At the heart of Exclusive Networks Passport Global Services sits the 24/7 Network Support Centre. The dozens of resident engineers have a wide variety of backgrounds and experiences, ensuring a broad and deep collective knowledge-base. One thing all have in common though is the Exclusive Academy – a two-year, stringent, multi-vendor training programme. The Academy ensures consistent, high standards of partner support, resolving more issues, earlier and avoiding costly and lengthy escalations.Read more